Comments, concerns and complaints

Comments, Concerns & Complaints

Your Feedback Matters

At Worcestershire Acute Hospitals NHS Trust, we’re committed to providing safe, high-quality care. Your feedback helps us understand what we’re doing well and where we can improve.

We want to hear from you if:

• You’re happy with your care
• You have suggestions for improvement
• You’re unhappy or concerned

If something isn’t right, please tell us. We’ll do our best to resolve it quickly. Sharing your feedback won’t affect your care.

You can also let us know when our staff have done a great job or if you have ideas for the future.

Quick & Easy Feedback

Fill in a Friends and Family Test card—available on wards and in departments—and post it in the box provided. You can also fill in online here:
www.worcsacute.nhs.uk/our-hospitals/at-hospital/friends-and-family

---

Patient Experience – Here to Support You

We understand coming into hospital can be difficult. Our staff are here to help, answer your questions, and provide reassurance. If you have concerns, please speak to a member of staff. If you need more help, you can ask for the Ward Manager, Matron, Consultant or Directorate Manager.

If you have specific communication needs or require reasonable adjustments, let us know. We’ll add this to your electronic record so we can support you.

If you need an interpreter or translator, including British Sign Language – our staff will arrange this for you. You can check if an interpreter has been booked here:
www.word360.co.uk/check-a-booking
Or text: 07887 622 746.

---

PALS – Patient Advice and Liaison Service

If you’re worried, unsure, or need advice, speak to the nurse in charge or department manager first.

If you still need support, contact PALS. We’ll listen, help resolve issues, and pass your concerns to the right team. If you’re contacting us on someone’s behalf, we may need their consent.

Contact PALS
Online: Use our online form or scan this QR code
Phone: 0300 123 1732 (Mon–Fri, 8:30am–4:00pm)
Email: [email protected]

Please note, that once you have sent us your enquiry, you do not need to resubmit it, we will respond as soon as possible

---

Formal Complaints

If you’re unhappy with any part of your care, you can contact our Complaints Team. We will register your complaint, ensure it is investigated, and keep you informed.

Please raise your complaint within 12 months of the issue. You can raise your complaint in person to your medical team or by contacting the Complaints Team.

Contact the Complaints Team
Online: Use our online form or scan this QR code
Phone: 0300 123 1733
Email: [email protected]
Post:
The Complaints Team
Kings Court 3
Charles Hastings Way
Worcester WR5 1JR

Please include:

• Your name and contact details
• The patient’s name, date of birth or NHS number
• A clear description of what happened, where, and when
• Any specific questions you would like answers to

What Happens Next?

We will:

• Acknowledge your complaint within 3 working days
• Request any missing details or consent if needed
• Arrange for the relevant team to investigate
• Aim to respond in writing within 25 working days

If there are delays, we’ll keep you updated.

Please note: PALS and Complaints staff are not clinical and cannot give medical advice or make changes to treatment or waiting lists.

---

Need Support?

Swan Advocacy South West Advocacy Network offers free, independent help during the complaints process:
📞 03333 447928
📧 [email protected]
🏢 Swan Head Office, Hi Point, Thomas Street, Taunton, TA2 6HB

Care Quality Commission (CQC)
They don’t investigate complaints but welcome feedback
0300 616 161
[email protected]

Parliamentary and Health Service Ombudsman
If you’re unhappy with how we’ve handled your complaint
0345 015 4033
www.ombudsman.org.uk

---

Thank you
Thank you for taking the time to share your views. Your feedback helps us improve care for everyone.

If you’re concerned about your health, contact your GP, call 111, or dial 999 in an emergency. For urgent issues about someone in hospital, please speak to the Ward Manager or Matron.

Need help understanding this leaflet?
Ask a member of staff – we’re here to help.

Version 2.1