NHS Complaints

The NHS encourages feedback and complaints as it is a vital way of understanding the patient experience and where things are not working as they should. Most service providers have feedback forms available to complete either on site or online, and they will periodically ask for people’s feedback.

If you are unhappy with the service you have received, it’s worthwhile discussing your concerns early with the service provider first as the issue may be able to be resolved quickly before a complaint is needed. Healthwatch Wolverhampton can help you to have these conversations with service providers.

For more information from NHS England about making a complaint or providing feedback, click here.

You have the right to complain about any aspect of NHS care, treatment, or service and this is reflected in the NHS Constitution. You can view the NHS Constitution here.

There are a number of options available when making a complaint about an NHS service.

 

Royal Wolverhampton NHS Trust:

For a service provided by Royal Wolverhampton NHS Trust, you can contact the Patient Advice and Liaison Service (PALS) also known as the Patient Experience Team using the information below:

Patient Experience Team 
Royal Wolverhampton NHS Trust 
New Cross Hospital 
Zone C, location C2 
Wolverhampton Road 
Wolverhampton 
WV10 0QP 
  
Telephone 
01902 695368 / 695362 
07880 601085 
  
Email: rwh-tr.pals@nhs.net 

For more information about PALS and what they can offer click here.

For more information about how to raise a concern or make a complaint about a service delivered by Royal Wolverhampton NHS Trust click here.

You can also use their online form to make a complaint or raise a concern here.

The Wolverhampton Health Advocacy Complaints Service will also be able to support you to make a complaint, click here to find out how.

 

Black Country Healthcare NHS Foundation Trust:

For services received by Black Country Healthcare NHS Foundation Trust (Mental Health Services), you can raise a concern online via their PEI form. Click here to access their online complaints form. You can also use the details below to make a formal complaint:

Freepost RSRA-TLAX-ETUU
Service Experience Desk
Dudley and Walsall Mental Health
2nd Floor
Trafalgar House
Dudley
DY2 8PS

Freephone:  0800 587 7720

E-mail bchft.sed@nhs.net

For more information about how to raise concerns or make a complaint to Black Country Healthcare NHS Foundation Trust click here.

The Wolverhampton Health Advocacy Complaints Service will also be able to support you to make a complaint, click here to find out how.

 

GP, Dentist, Pharmacy and Optician’s:

To make a complaint regarding a GP, Dentist, Pharmacist or Optician’s service, you can contact them directly, alternatively you can make your complaint to NHS England who commissions these service types.

To make a complaint via NHS England:

NHS England
PO Box 16738
Redditch
B97 9PT

Email: england.contactus@nhs.net

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

Telephone: 0300 311 22 33

Opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when they open at the later time of 9.30am. Closed on bank holidays.

For more information about making a complaint to NHS England and what you will need to provide, click here.

The Wolverhampton Health Advocacy Complaints Service will also be able to support you to make a complaint, click here to find out how.

 

Wolverhampton Clinical Commissioning Group:

For staff or services commissioned by Wolverhampton Clinical Commissioning group, you can make a complaint via:

Deputy Chief Nurse

Wolverhampton CCG
Wolverhampton Science Park
WV10 9RU

Call: 01902 444 878

Email:  WOLCCG.WCCG@nhs.net 

You can find more information about how to complain on the CCG website, click here

 

Independent Complaints Advocacy and Support

Making a complaint can be confusing, you can assess independent support from Wolverhampton Health Advocacy Complaints Service (WHACS) at any point during the complaints process.

If you are not happy with how your complaint has been dealt with, the outcome of the complaint or you would prefer to access independent complaints support you can contact Healthwatch Wolverhampton who will be able to refer you to the Wolverhampton Health Advocacy Complaints Service (WHACS) or you can contact them directly. Click here for more information about WHACS and how they can support you.