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Complaints

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At Worcestershire Acute Hospitals NHS Trust we are committed to providing the best care and services possible and are constantly looking at ways to improve what we do. 

We would like to hear from you if you think we have done something well or if you have any suggestions on how we could do something differently.

Equally we want to know if you are unhappy with the service provided or you want to make a complaint.

We welcome your opinions on the care and services we provide.


How can we help?

Every comment or complaint is seen as an opportunity to review our service, so that we can make sure we are offering you what you need. If you are feeling unhappy, upset or angry please be confident that we want to get to the bottom of it to reassure you and to try and make certain that it does not happen again. We would also like to assure you that raising a concern will not affect your care in any way. We can only improve our services if we know about things that are not working as well as they should be.

Getting help 

There are several ways but in the first instance please speak to a staff member on the ward. If you are not happy with their response, you can ask to speak to someone in charge such as the ward manager, matron, consultant or directorate manager. Many problems can be resolved by talking things through.

Misunderstandings can easily happen and sometimes can just as easily be put right.

More options

If you have tried this and are still not satisfied then you can speak to the Patient Advice and Liaison Service (PALS). You may wish to contact them directly if you do not feel able to speak to staff on the ward yourself.

Here to help

Our PALS team is here for you – providing confidential advice, information and support for patients, relatives and carers. PALS is available to assist with enquiries and concerns and can liaise with staff on your behalf, ensuring you receive an appropriate response.

The PALS team can help with a range of requests including:

  • Actively listen and respond to concerns, suggestions or queries to help make patients' experiences as easy as possible
  • Provide information on NHS services
  • Offer advice on the complaints service and provide information on how to seek independent advice if you wish to make a complaint
  • Support you through an anxious time as a patient, relative, friend or visitor
  • Feedback your views to the Chief Executive and Trust Board
  • Monitor any problems arising and identify any gaps in services
  • Help the organisation learn from patients' experiences and comments.


Get in touch

Our PALS service is based at Worcestershire Royal Hospital but covers all of our three hospital sites.

PALS can be contacted on 0300 123 1732 or at This email address is being protected from spambots. You need JavaScript enabled to view it..

The PALS office operates:

Monday to Thursday 8.30am to 4.30pm
Friday 8.30am to 4pm

An answerphone operates outside office hours or when staff are engaged with another patient or on another call.


If you decide to make a complaint

Normally you should raise any complaint within twelve months of the event.

Please send your complaint to:

Chief Executive 
Worcestershire Acute Hospitals NHS Trust
Worcestershire Royal Hospital
Charles Hastings Way
Worcester
WR5 1DD

Or email details to the Complaints team on This email address is being protected from spambots. You need JavaScript enabled to view it..

Please include your telephone number / email address along with details of your complaint. If you are complaining on behalf of someone else then we will need to know that you have their consent for us to investigate and respond to you.

What happens after you have made a complaint?

We will send you an acknowledgement within three days and provide further information and a consent form if required. Your complaint will be investigated by the division responsible for the service that you are complaining about and they will usually try to phone you to discuss your complaint.

We aim to reply within 25 working days unless we have contacted you to arrange an alternative agreed timescale.

We will provide an explanation and apologise where appropriate. We will also tell you what we are doing to try and make things better and ensure that any mistakes or issues raised by you will not happen again. 

Advocacy

Onside Advocacy can provide independent advice and support for you throughout the complaints process. This service is free, independent and confidential.

Contact Onside at:

  • 01905 27525
  • 01905 28554
  • This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Onside Independent Advocacy
    Williamson House
    14 Charles Street
    Worcester
    WR1 2AQ

If you are not happy with how we have handled your complaint you can contact the Parliamentary and Health Service Ombudsman.

  • 0345 0154033
  • www.ombudsman.org.uk
  • The Parliamentary and Health Service Ombudsman
    Millbank Tower
    Millbank
    London
    SW1P 4QP

You can also let the Care Quality Commission know about any concerns that you have, although they will not investigate your complaint. You can contact them at:

  • 03000 616161
  • www.cqc.org.uk
  • This email address is being protected from spambots. You need JavaScript enabled to view it.
  • CQC National Contact Centre
    Citygate
    Gallowgate
    Newcastle Upon Tyne
    NE1 4PA

Documents

Taking PRIDE in our health care services