Compliments, Comments and Complaints

Whatever your views, we want to hear what you think.

Wolverhampton City Primary Care Trust is committed to the provision of high quality services.  To help us to do this we need to know what you think about the service you received.

It is just as important for us to know when you feel we have got it right, so your comments, compliments and suggestions as well as your complaints will help us in making decisions about the services we provide and how we provide them.

Compliments, Suggestions and Comments

If you have a compliment, suggestion or comment about any of our services, please let us know - we really want to hear your views. All the feedback we receive will be seen by the Chief Executive and sent to services so that they can make changes and make improvements as a result of your comments.

Please contact the Customer Services Department on 01902 444204 or email customer@wolvespct.nhs.uk 

Complaints

We hope that you are happy with the service you have received but if not and you feel something is wrong, please let us know. The information below explains your right to make a complaint, how to make a complaint, and how it will be dealt with.  Any complaints that you make will be treated confidentially and will be dealt with as quickly as possible.

Who can make a complaint?
Any person can make a complaint, the patient, client, carer, relative, parent etc. However, we do require consent from the patient for any complaint to be pursued on their behalf.

What sort of things could you complain about?
Your complaint could be about any aspect of care, treatment or service offered by the Trust, whether it be the quality of the service you receive, the lack of a service, or the attitudes, actions or behaviour of staff. Where a complaint involves other local services we would need your consent to contact the services if necessary for us to resolve the complaint.

What happens when you complain?
We hope that most problems can be resolved locally and informally. This should be done, if you feel able to, by first speaking to the member of staff who you have already had contact with. If the complaint is about that person, ask to see their manager. Tell them clearly that you are not satisfied and why.
You can also contact the Customer Services Department: 

How our Formal Complaints procedure works
If we have been unable to resolve your concerns with the Service Manager or if you have asked for your complaint to be registered as formal the following procedure will take place:-

  1. You will receive a letter of acknowledgement within 3 working days following receipt of your written and/or verbal complaint. 
  2. After receiving your complaint someone from the Trust will contact you either by phone or in writing so that we understand what has gone wrong.
  3. A final response will be sent to you within 25 working days from the Chief Executive’s Office. However, if the investigation into your complaint is complex, you will be kept informed of the progress at fortnightly intervals until a conclusion is reached.
  4. All complaints made to us are investigated and reviewed by senior managers and clinicians. This ensures complaints are handled correctly and that action is taken locally to improve services through lessons learnt.

What action can I take if I am not happy with the outcome of my complaint?
If you are dissatisfied with our final response, you should contact our Customer Services Department in the first instance to discuss your concerns further. We will ensure that every effort is made to satisfactorily address any outstanding issues.

If you believe the Trust has not provided a satisfactory response to your complaint and you have received a final response, you can contact the Parliamentary and Health Service Ombudsman (PHSO).  If you are unsure about what to do next, or would like further help and advice, then please contact the PHSO Complaints Helpline on 0345 015 4033.

Or write to
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
 
Or
Email: phso.enquiries@ombudsman.org.uk
 
The Healthcare Commission ceased to exist on 31 March 2009, and the Ombudsman is now responsible for the second tier of health related complaint handling. Further information about the Ombudsman can be found by accessing the PHSO website on http://www.ombudsman.org.uk

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