Our Complaints Procedure outlines that it is really important to the Walsall Clinical Commissioning Group that we understand the full experience of our patients. This understanding helps us to improve the services we commission, and make sure the high standards of the NHS are met. If you are unhappy with any service you have received from Walsall Clinical Commissioning Group please contact the Customer Care Department.
The Customer Care Department will listen to the patient voice, resolve patient problems, manage patient complaints, respond to your queries and concerns, inform you of the formal complaints procedure and help you to get independent advice and support. This is all to help the organisation learn from patients experiences and comments.
If you would like to make a complaint or raise a concern regarding Primary Care, such as your GP, Pharmacist or Optician please contact NHS England on the following contact details:
Post: NHS England, PO Box 16738, Redditch, B97 9PT
Telephone: 0300 311 22 33 (Monday to Friday 8am – 5pm)
If you would like to make a complaint or raise a concern regarding Walsall Healthcare NHS Trust, please contact the Patient Relations Team on the following contact details:
Telephone: 01922 656463
By post: The Chief Executive, Walsall Healthcare NHS Trust, Moat Road, Walsall, WS2 9PS
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 get in contact and 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, then 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: 0786 002 2939
Fax: 0330 088 37622
If the Customer Care Department have been unable to resolve the issue to your satisfaction, you can ask the Parliamentary and Health Service Ombudsman to consider it further by:
calling their helpline on 0345 015 4033,
or in writing to The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.