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.  Please contact us using the details listed below, or you can use the online Compliments and Feedback Form.


Who to complain to

Where possible, complaints should be raised directly with the organisation which provided your care (the ‘provider’).  They are best placed to investigate and address your concerns and will have access to information such as your medical records.  If you do not wish to complain directly to the provider, however, you can choose to raise your complaint with the commissioner of the service.

Shropshire Clinical Commissioning Group is the commissioner for services such as the local hospital trusts, the mental health trust and the community trust.

NHS England is the commissioner of primary care services, including GP services, dental services, optometrists (opticians) and pharmacists.

Information about these services can be found on the Local Services page of this website.

Contact details for the CCG and NHS England complaints teams are listed below.  If you are in any doubt about who to contact, please do not worry as you will be re-directed to the right place if necessary.


How do I make a complaint?

Please contact us via any of the methods below and we will be happy to help

Address

Contact

Shropshire CCG - for complaints about hospital services, mental health services, community services

Shropshire CCG
Somerby Suite
William Farr House Site
Mytton Oak Road
Shrewsbury
SY3 8XL

Freephone: 0800 032 0897

Email: SHRCCG.CustomerCare@nhs.net

Complaints Feedback Form

 

NHS England complaints contact details

NHS England – for complaints about primary care services, including GP services, dental services, optometrists (opticians) and pharmacists, and prison services

Post
NHS England
PO Box 16738
Redditch
B97 9PT 

Telephone: 0300 311 22 33
Email:  england.contactus@nhs.net

 

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 that their treatment might 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 12 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?

If you would like help making your complaint including help with writing your letter, you can contact the Independent Health Complaints Advocacy Service.  This service is provided by Healthwatch Shropshire and offers free, independent, confidental and progressional advice about the NHS complaints proce:

Address: freepost Healthwatch Shropshire 
Telephone: 01743 237884
Emailenquiries@healthwatchshropshire.co.uk
Website: www.healthwatchshropshire.co.uk

Leaflet: Independent Health Complaints Advocacy Service [pdf] 1MB

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: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

 

NHS England - Complaints

How to make a complaint to NHS England