Coronavirus – Impact on Complaints
Please be aware that NHS organisations are experiencing high levels of demand at this time and in some cases with reduced levels of staff. This means that there may be a delay in acknowledging and responding to complaints. We will still try to acknowledge complaints within 7 days of being received and will discuss with you expected timescales for completion of responses during the acknowledgment process. We offer apologies if there are any delays and thank you for your patience.
In addition, we understand that the Parliamentary & Health Service Ombudsman is currently not accepting any new complaints about the National Health Service because of the COVID-19 pandemic. This is to help ensure the NHS can focus its resources on providing urgent healthcare. You can find out more information on the Ombudsman’s website www.ombudsman.org.uk
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 use learning from the feedback we receive from patients to help 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 local NHS services.
How do I make a complaint?
Patient Services Team
NHS Telford and Wrekin CCG
Telephone: 01952 580407 - There is also a 24 hour answer phone service.
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
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