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Birmingham and Solihull Mental health NHS Foundation Trust
Better Together

Service user and carer experience

We aim to offer the best possible experience to people who use our services.  We serve thousands of people every day in our community sites and hospitals, throughout Birmingham and Solihull.  We offer a number of specialised services, many of these serve a regional catchment area.

We have developed a number of systems to gain patient feedback and we are planning to extend these further.  The following examples are currently used by our trust:

Patient and public experience


Real Time Feedback

We are developing real time feedback, this seeks to gain opinions, which we can collate immediately through electronic methods. This means we can make swifter improvements to services - based on service user, carer or public feedback.

To learn more about real time feedback, complete a survey or see live results, view the real time feedback page. 

Customer Relations (PALS and complaints) 

Our customer relations team receive many comments and suggestions from service users, carers and the public. The reasons for each contact are taken are recorded and any feedback is collated into regular reports.

Our customer relations team hold regular drop-ins at inpatient locations around the trust. They record all feedback and ensure that local managers and teams learn from comments given.

When things go wrong and a complaint is made, this feedback is also recorded. An individual report is made and if necessary, an investigation is carried out. We detail anything we learn from investigating complaints and ensure that we share this knowledge with our staff.

Customer relations is available between 8am - 6pm, Monday to Friday, on 0800 953 0045.

User and carer involvement

We have dedicated projects for user and carer involvement across the Trust.  Our users and carers regularly get involved in helping us plan our services, recruit staff, assess progress and in making suggestions for improvements.