Making a complaint

If we haven’t been able to resolve your concerns, you can make a complaint. We will investigate and respond as soon as we can.  We might ask you to meet with us to talk through your concerns and where we need to put things right, we will.

Who can complain?

Anyone who is receiving, or has received, NHS treatment or services can complain. You can complain for yourself, on behalf of a friend or a relative, but you must have their permission. If the patient is deceased, young or very ill then you need consent from their next of kin.

How can I complain?

  • To make a complaint, you can:
    • Fill in the complaints form here and email it to us
    • Phone: 0121 507 6440, 4080, 5892 10am – 4pm, Monday – Friday
    • Email: swbh.complaints@nhs.net
    • Purple Points can be used by our inpatients or their loved ones to raise concerns or compliment staff whilst they are still in hospital. To find out more click here.

What information should I include?

You should be as specific about your complaint and what you would like us to do to resolve them. Please include the following:

  • the patient’s full name, date of birth and if possible, their hospital number
  • your contact telephone number and an email address if you have one
  • what happened and why you are unhappy
  • the name of the staff involved, if known
  • the ward or department concerned
  • the date and time that the event occurred.

When can I complain?

You should make your complaint as soon as possible and not more than twelve months after the events. This is because we are able to investigate concerns more thoroughly while events are fresh in people’s memories. This time limit can only be extended in exceptional circumstances.

I am worried that making a complaint will affect my care. Will the staff treat me differently?

No. All of our staff are encouraged to be open and respond positively to complaints. Making a complaint will not have a negative effect on your care. If you have any concerns about this, please talk to our team.

Where can I get help in making my complaint?

You can get independent advice to assist raising your complaint from:

Voicability Advocacy Service
0121 303 1234
www.voiceability.org

Advocacy services offer a free, impartial and independent service for people who wish to make a formal complaint about the NHS.

What can I do if I am not happy with the response?

If you are not happy with the response we provide to you, you can tell us why and explain what else you want us to do. If, once we have done all we can and you are still unhappy, you can complain to the Parliamentary Health Service Ombudsman at:

Parliamentary Health Service Ombudsman 
Millbank Tower
Millbank
London 
SW1P 4QP

Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

Further Information

Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator for all health and social care services in England. They can be contacted for information and advice. You can also give them feedback about your experiences of health and social care services, although CQC cannot investigate individual complaints.

Telephone: 0300 616161
Address: CQC National Correspondence, Cityscape, Newcastle Upon Tyne, NE1 4PA
Website: www.cqc.org.uk