Complaints

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 All of our staff work hard to get things right, but sometimes things don’t go as well as we would like them to.

 We can learn from you to improve services and prevent any future issues.

 We would also love to hear from you if things went well and if you have any feedback or compliments relating to our services.

 The Complaints & Compliments Policy can be viewed as follows: -  pdf Complaints & Compliments Policy Dec 16 V5 (1008 KB)  

How do I make a complaint?

Please contact us via any of the methods below and we will happy to help.
Address                                     ContactOnline:

Patient Services Team

NHS Telford and Wrekin CCG

Halesfield 6

Telford

TF7 4BF

Telephone: 01952 580407 - There is also a 24 hour answer phone service.
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Complaints and Feedback Form
Any information you give us will be treated as strictly confidential. We may need to collect personal information from you in order to provide the best possible service. However, we will not give your personal details to anyone without your consent.

Will I be treated fairly?

We understand that some people worry whether their treatment will be adversely affected because they have raised a complaint. Please do not worry about this. We also appreciate that those using the services we commission have different needs and we want to make sure that you do not face any unnecessary barriers to raising a complaint. Staff will be happy to discuss this with you to ensure that you are not disadvantaged in any way.

When should I make a complaint?

You should raise your complaint as soon as possible and within twelve months of you becoming aware of an issue. We appreciate that this is not always possible. Therefore, if this time period has passed, we would still like you to speak to us.

How will you deal with my complaint?

We will contact you within three working days of getting your complaint. We will then agree with you how we will look into your complaint and what you can expect. We will also propose a timescale for the completion of the investigation and resolution. After your complaint has been thoroughly investigated, we will send you a full written response from our Clinical Accountable Officer .

I need help to make my complaint, who do I contact?

Engaging Communities provides the Independent Health Complaints Advocacy Service for people who want to make a complaint about the NHS in Telford & Wrekin. The service is free, independent and confidential and available to anyone living in Telford & Wrekin who has a complaint about the NHS.

You can contact Engaging Communities direct by:

Freephone: 0800 161 5600

Text: 0772 417 2811

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Website: http://www.ecstaffs.co.uk/

pdf EC Telford Self Help Information Pack (662 KB)

pdf EC Telford Complaints Advocacy booklet (4.62 MB)

What if I am unhappy with the way in which the NHS has handled my complaint?

You can ask the Parliamentary and Health Service Ombudsman to consider it further:

Telephone Helpline: 0345 015 4033
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.ombudsman.org.uk