The Directorate aims to provide a high quality service to patient’s and relatives. Occasionally, however, patient’s and relatives will have cause to complain.
One of the ways in which we can continue to improve our service is by listening to and responding to your views.
What to do if you have a complaint?
Please advise us of problems as they happen. Talk to the person in charge – this may be a member of staff in the department, or the doctor. They may be able to resolve your problem or give you the information you need.
The department has a manager who may be available to talk to you. Alternatively, if you feel uncomfortable talking directly to the staff involved, the Trust has a Patient Services Department (formerly PALS) to help you resolve your concerns quickly and effectively. You can call them on (0121) 424 0808 or email
If you want to take your complaint further?
The Trust has a designated manager for the handling of complaints and, in general, complaints should be addressed to:
The Chief Executive
Heart of England NHS Foundation Trust
Bordesley Green East
Alternatively, call the Patient Services Department on (0121) 424 0808. A complaint should be made within 12 months of knowing about a problem. However, the earlier you can write to us, the more easily events can be recalled.We aim to acknowledge your letter within three working days and to provide you with a full response to your complaint within 25 working days. We will need the following information to deal with your complaint:
- Your name,
- telephone number,
- date of birth,
- patient number (if you know it)
- An outline of the nature of the complaint with as many facts as possible – dates, times, places and names.
If you are making a complaint on behalf of someone else please also provide:
- Their name,
- telephone number,
- date of birth
Complaints may be made on behalf of an existing or former patient if the person making the complaint has the patient’s consent to do so. When acknowledging the complaint, we will send you a consent form for completion by the patient.
What will happen to your complaint?
The purpose of the NHS Complaints Procedure is to:
- Provide you with an explanation in relation to concerns you have raised
- Apologise where appropriate
- Identify steps to prevent recurrence where appropriate an investigation will take place which may involve liaising with medical, nursing, clerical and paramedical staff to gain a full understanding of the circumstances surrounding the complaint. Some complaints may be resolved quickly but others may take longer.
We aim to resolve complaints within 30 working days but if we are unable to do so we will contact you to explain the reason for the delay.
When the investigation is complete we will send you a full written response to your complaint. You are welcome to come and discuss our findings with the appropriate members of staff.
If, following the above actions, you are still unhappy with the outcome of the investigation, the manager responsible for the investigation will ensure that you are aware of any further options open to you. This may, where appropriate, include referring your concerns to the Health Service Ombudsman.
You can call the Health Service Ombudsman helpline number on 0345 015 4033