You can submit a complaint using this online form.

This will be sent directly to the complaints team who will acknowledge your contact within 3 working days. The form will guide you to provide us the information we need to investigate your complaint; however, we may still need to contact you to discuss your concerns further or obtain additional information or consent.

Alternatively, you can contact the complaints team by:

• email at: wah-tr.Complaints@nhs.net
• telephone: 0300 123 1733
• Complaints Department
  Kings Court 3
  Charles Hastings Way
  Worcester
  WR5 1JR

Please include your name and contact details, as well as the name of the patient (if you are raising a complaint on behalf of someone else) date of birth or NHS number and a telephone number or email address for us to contact them on. Include the details of your complaint, including dates and which hospital, department or ward it relates to. We are unable to investigate a complaint without this information.

Unfortunately, the complaints team are unable to provide clinical advice, change treatment plans or waiting lists.

If you have concerns about your immediate care please contact the PALS team. If you are unwell and require medical advice, please contact your GP, NHS111 or 999 if it is an emergency. For patients currently admitted to one of our wards, urgent concerns about their condition should be raised with the Nurse in Charge or Ward Manager.

Our Patient Advice and Liaison Service (PALS) team are available to help if you would prefer to deal with your concerns in a more informal, or prompt manner. They can also help direct you to the most appropriate person if you have questions about ongoing care or treatment plans.

Find out more about our Patient and Advice Liaison Service.

Complaints should normally be made within 12 months of an incident or of it coming to your attention. This time limit can be extended provided you have good reasons for not making the complaint sooner and it’s possible to complete a fair investigation. This will be a decision taken by the complaints manager in discussion with you.

Anyone who has received care from Worcestershire Acute Hospitals NHS Trust can raise a complaint about the care they received.

Our hospitals include:

• Worcestershire Royal Hospital, Worcester
• Alexandra General Hospital, Redditch
• Kidderminster Hospital and Treatment Centre

If a patient is unable to make a complaint themselves, a third party can raise it on their behalf. Please be aware that we may require the patient's consent before we can begin investigating the complaint.

If the person cannot give their consent, for example, if they have died or lack mental capacity, or are a child who cannot complain for themselves, you may be able to complain for them.

A member of our Complaints Team will be able to provide more information about the consent process if applicable.

We will send you an acknowledgement within three working days and provide more information and a consent form if needed. The division responsible for the service you are complaining about will investigate your complaint. They will usually try to call you in the first week to discuss it.

Our goal is to reply within 25 working days. However, for complex complaints, we may need more time to fully investigate your concerns. Your Investigating Officer will talk to you if it will take longer to respond.

Once we have fully investigated your complaint, you will receive a formal response from the Trust. This response will detail the outcome of our investigation, the lessons we learned, and the actions we took because of your complaint.

We can investigate complaints about care or services provided by our Trust. Unfortunately, we cannot respond to complaints about other NHS providers. If you have concerns about multiple providers, including WAHT, our Complaints Team can advise you on your options.

We understand how frustrating it can be to wait for an appointment, test, or surgery. As a Trust, we are working hard to reduce waiting times and aim to see all patients as soon as possible. Waiting lists are based on individual clinical needs, the severity of the condition, and the availability of services. Unfortunately, the complaints process cannot help you be seen sooner. If you need to be seen sooner, please contact the team providing your care. Their details will be on your appointment or clinic letter. If your condition is getting worse, please speak with your GP.

We know that parking can be very challenging at all three of our sites as demands on our hospitals increase. We have heard your concerns and are working closely with Worcestershire County Council to improve parking for patients and staff.

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

Contact number: 01905 27525
Email: info@onside-advocacy.org.uk

Address:

Onside Independent Advocacy
Williamson House
14 Charles Street
Worcester
WR1 2AQ

Health Service Ombudsman

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

Contact number: 0345 0154033
Website: www.ombudsman.org.uk

Address:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Care Quality Commission

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:

Contact number: 03000 616161
Website: www.cqc.org.uk
Email: enquiries@cqc.org.uk

Address:

CQC National Contact Centre
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA