Complaints and concerns
NHS Birmingham East and North always aims to provide high quality safe services to our patients. However, if for some reason our services do not meet your expectations, we want to know so we can take whatever action is necessary to put things right.
Why complain?
If you feel you have a complaint, it is important that you contact us. Complaints provide us with valuable information and an opportunity to improve the services we provide.
How can I complain?
You can submit a complaint either verbally, in writing or by email not later than 12 months after the date on which the subject of the complaint occurred, or 12 months from the date when you became aware that there may be a cause to complain. Use the contact details below.
What services can I complain to NHS Birmingham East and North about?
You can contact us if your complaint is about:
- Any services which the trust provides, including district nursing, health visiting, physiotherapy, podiatry, John Taylor Hospice and intermediate care among others
- Your GP, dentist, optician or pharmacist
- Any service which is commissioned by the trust, including mental health services and hospitals
- Decisions made by the trust through which services are commissioned.
Our assurance to you
We can assure you that all complaints will be treated with sensitivity, without discrimination, respectfully and with dignity. Every complaint will be dealt with in a way that is appropriate to you.
If you have a complaint, please contact us and we will discuss how you wish the complaint to be handled and timescales.
Complaints process
- Contact the Complaints Department using the details below.
- The team will agree with you how it will investigate your complaint, and by when.
- The team will keep you informed of progress.
- If you are not satisfied with the outcome of an investigation, the Complaints Department can then discuss and agree further local resolutions. Once these options have been exhausted, you can then submit your complaint to the Parliamentary and Health Service Ombudsman.
Contact details
Complaints Department
Birmingham & Solihull NHS
3rd Floor
Friars Gate
Stratford Road
Solihull
West Midlands
B90 4BN
Tel: 0121 713 8799/8783
Email: complaints@benpct.nhs.uk
Support with your complaint
The Independent Complaints Advocacy Services (ICAS) is a free, independent and confidential service. Find out more about them at:
