Compliments and complaints

Compliments

We welcome compliments from patients, relatives and carers and value the time taken to share positive feedback. Compliments can be given in many ways, including letters, cards or messages of thanks.

Sharing positive experiences helps us recognise our staff and plan future services. Feedback can be provided anonymously, or you can speak to a member of staff if you prefer. Please contact Patient Advice and Liaison Service (PALS) if you would like to share a compliment.

Our staff are proud of the job they do and these compliments make a huge difference to their working lives.

How to make a complaint

If you are unhappy with the care or service you received, you can raise a complaint by:

• completing our Online Complaints Form
• speaking to a member of staff who will be able to help you in the first instance
• writing to the Patient Experience Team (information provided in the "Contact us" section)

You may be under the care of other organisations who you can contact directly, for example:

• Shrewsbury and Telford Hospital NHS Trust (SaTH): SaTH
• Integrated Care Board (Primary Care Services including GP Surgeries): ICB
• Mental Health Services: Midlands Partnership University NHS Foundation Trust
• Adult Social Care: Adult social care
• Children's Social Care: Children and young people's

What to expect if you make a complaint

We take all complaints seriously and use them to improve our services. The Trust’s Complaints and Compliments Policy and Procedure reflects the guidance contained in the ‘Parliamentary and Health Service Ombudsman’s Principles of Good Complaints Handling’ and ‘Principles for Remedy’.

When we receive your complaint, we will:

• acknowledge it within three working days in writing
• offer the opportunity to discuss your concerns over the telephone to allow engagement and support
• agree with you how your complaint will be handled and how you would like to be kept informed
• explain what support is available during the process

We aim to resolve complaints within 25 working days. If this is not possible, we will contact you to explain the delay and keep you updated on progress.

Our aim is to thoroughly investigate your concerns and work towards a resolution that is right for you. This may include, for example, offering to meet with you, arranging mediation, or seeking an independent opinion from another healthcare professional.

You are welcome to bring along a friend or relative to support you in any meetings you have with us.

All complaints are handled fairly and taken seriously, helping us to improve the care we provide. Your concerns will be treated confidentially, and raising a complaint will not affect your current or future care.

If you have any concerns, please feel assured that we are here to listen, support you, and provide clear answers to help address your concerns.

Making a complaint on behalf of someone else

If you are raising a concern or complaint on behalf of someone else, we may need to obtain their consent before we can share information or respond in detail. This is to protect patient confidentiality and ensure we are following data protection requirements. If consent is required, our team will guide you through the process and explain what we need to proceed.

Need help to make a complaint?

Independent complaints advocacy is available if you need support:

• Healthwatch Shropshire – for Shropshire residents
• POhWER – for Telford and Wrekin residents

Not happy with the outcome?

The Trust will continue to do its best to resolve your concerns which may include providing a further written response, an offer of a meeting or a telephone conversation.

If you remain unhappy after receiving our response, you can contact the Parliamentary and Health Service Ombudsman (PHSO) who is independent of the NHS and will review your complaint to ensure it has been handled fairly and appropriately.