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Helping People Get Better
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Complaints

If you would like to make a complaint about any aspect of our trust's service, contact the complaints department, via email or on 0121 301 1111. Our trust uses experience gained from dealing with complaints to improve mental health services within Birmingham and Solihull. The trust encourages complainants concerns to be addressed by relevant front line staff, for example, a ward manager or head of department, however, when this isn't possible, the complaints department can be contacted.

The complaints department provides information and assistance to service users, their relatives and visitors who wish to complain about the service our trust provides. It also gives help and advice to staff who are involved in the investigation of a complaint.  

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Complaints received by the department should be formally acknowledged within three working days. Our aim is to provide a full response as speedily as possible, however if we are unable to provide a response within the agreed timescale, you will be contacted to discuss the delay and to agree a new timescale in which a full response is to be provided.

The Learning Lessons and Trend Analysis Group works to ensure that improvements resulting from complaints are implemented and will monitor any actions identified.

NHS Complaints Procedure

Independent Complaints Advocacy Services (ICAS)

ICAS exists to support people who are pursuing a complaint about their NHS treatment or care. Further information can be accessed via their website.

Local Resolution

All NHS Trusts must follow the NHS Complaints Procedure. The first stage of the procedure is 'local resolution'. The aim of local resolution is to investigate the issues raised and to resolve and respond to concerns. The response to the complaint will be sent from the Chief Executive of our Trust. Should you feel the written response has not provided the desired outcome, there will be the opportunity, under stage one (Local Resolution) of the procedure, to discuss further options available including further investigations and/or mediation meetings. Contact the Complaints Team for more details.

The Health Service Ombudsman

If you remain dissatisfied with the response given to you following your request for an independent review, you have the right to approach the Health Service Ombudsman Health Service Ombudsman. After ensuring that the complaint is within their jurisdiction the Ombudsman may check that everything has been done to resolve the issue locally (stage 1). If they think more can be done, they will refer the issue back to the Trust.

The Ombudsman is completely independent of the NHS and Government, and will look into the way in which your complaint has been handled. You can contact the Ombudsman at:

Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

T: 0845 015 4033

E: OHSC.Enquiries@ombudsman.gsi.gov.uk