Walsall CCG welcomes concerns, compliments and complaints feedback; this sometimes means that the complaints we receive require signposting to other services, if you would like to complain about:
Walsall Healthcare Trust (the Manor Hospital) services or experiences including the A&E Department, please forward your complaint to the hospital, a link to their complaints inbox can be found here: https://www.walsallhealthcare.nhs.uk/patients-and-visitors/help-and-support/patient-relations/ .
GP or GP Surgery, Dentist, Opticians or Pharmacy, please forward your complaint to NHS England, a link to their complaints page and email inbox is here https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/ or you can email using firstname.lastname@example.org.
What you need to provide
Please provide as much information as possible to allow the CCG to investigate your complaint. Include some or all of the following:
If you are complaining on behalf of someone else, we will need their consent to proceed with the complaint (unless they are a minor). We will contact you about this with an appropriate form for completion if this is required.
How do I make a complaint?
By Post: Walsall Clinical Commissioning Group
Customer Care Department
Walsall WS2 7JL
Telephone: 01922 618388
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.
You will receive an acknowledgement within three working days. We aim to respond in full to all complaints within a 25 working day time-frame. If for some reason we cannot achieve this date we will keep you informed and explain the reason why. After your complaint has been thoroughly investigated, we will send you a full response from our Accountable Officer.
If you would like help making your complaint including help with writing your letter, you can contact the NHS Complaints Advocacy Service. The NHS Complaints Advocacy Service provides a free and independent service that can help you make a complaint.
Helpline: 0300 3305454
Text-phone: 0786 002 2939
Fax: 0330 088 37622
If the Customer Care Department have been unable to resolve your issue to satisfaction, you can ask the Parliamentary and Health Service Ombudsman to consider it further by visiting: www.ombudsman.org.uk or calling the helpline on 0345 015 4033 or in writing to The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.