POhWER

POhWER provide free, independent and confidential information, advice, support and advocacy to people who experience disability, vulnerability, distress and social exclusion.

Their role is to support people who face difficult issues and have their voices heard.

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Complaints about NHS services

If you're unhappy with an NHS service, it's often worthwhile discussing your concerns early on with the provider of the service, as they may be able to sort the issue out quickly.

Information on how to raise a complaint about any NHS service 

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Complain about your GP

If you’re unhappy with the way you have been treated by your GP surgery, often the best thing to do is to talk to the practice manager about your concerns. 

Each GP practice has its own complaints procedure. Find out about your surgery’s complaints procedure by asking at the reception desk, or by checking your surgery’s website. 

If you cannot resolve the issue to your satisfaction via the surgery’s complaints procedure, you can take your complaint directly to the Parliamentary and Health Service Ombudsman.

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Tel: 0345 015 4033

Complain about Princess Royal Hospital (PRH) or Royal Shrewbury Hospital (RSH)

If you are unhappy about the treatment you have received at either PRH or RSH, or if you have any other problems or concerns, your first port of call should be the Patient Advice and Liason Service (PALS). They offer advice and support, and can voice concerns by sorting out any problems you may be having on your behalf. Each hospital has its own PALS office find our more

However, if you cannot resolve the issue to your satisfaction via PALS, you can take your complaint directly to the Parliamentary and Health Service Ombudsman

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Tel: 0345 015 4033

Complain about New Cross Hospital

New Cross Hospital is operated by the Royal Wolverhampton Hospitals NHS Trust. If you are unsatisfied with your treatment you should get in touch with their Patient Advice and Liaison Service (PALS), who will offer advice and support and will try to resolve your complaint on your behalf.

If you cannot resolve the issue to your satisfaction via PALS, you can take your complaint directly to the Parliamentary and Health Service Ombudsman. Their contact details are:

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Tel: 0345 015 4033

Complaint about Robert Jones and Agnes Hunt Orthopaedic Hospital (RJAH)

If you’re unhappy with the treatment you received from the RJAH you can get in touch with their Patient Advice and Liaison Service (PALS). PALS will offer advice and support, and will try to resolve your complaint on your behalf.

Patient Experience Manager / PALS Lead
Robert Jones & Agnes Hunt Orthopaedic Hospital NHS Foundation Trust,
Oswestry,
Shropshire SY10 7AG

E-mail: PALS.office@rjah.nhs.uk 

Tel: 01691 40 4606 / 4608

If you cannot resolve the issue to your satisfaction via the surgery’s complaints procedure, you can take your complaint directly to the Parliamentary and Health Service Ombudsman.

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Tel: 0345 015 4033

Complain about mental health services

Mental health services in Telford and Shropshire are provided by the South Staffordshire and Shropshire Healthcare NHS Foundation Trust (SSSFT).

If you feel that the standard of mental health care you have received is not satisfactory, you can complain to the SSSFT Patient Advice and Liaison Service (PALS). They will offer advice and support, and will try to resolve any complaints you may have on your behalf.

PALS Co-ordinator
Freepost WV2103
South Staffordshire Healthcare NHS Trust
St. George’s Hospital
Corporation Street
Stafford
ST16 3AG

E-mail: pals@sssft.nhs.uk

Tel: 01785 783028

Complaints when referred to other hospital trusts

Sometimes you may be referred to a hospital run by another Trust, this information should be provided by the person who refers you. If this second referral is unsuccessful or incorrect you should speak to the Trust that referred you, through their PALS service or their referrals department. If you are not able to find the help you need at this point you should contact Telford & Wrekin Clincal Commissioning Group (TCCG):

Patient Services Team
NHS Telford and Wrekin CCG
Halesfield 6
Telford
TF7 4BF

Email: twccg.patientservices@nhs.net

Tel: 01952 580407

Complain about West Midlands Ambulance Service

If you are unhappy about the treatment you have received from West Midlands Ambulance Service, or if you have any other problems or concerns, your first port of call should be their Patient Advice and Liaison Service (PALS).

PALS will offer advice and support, and they will do their best to remedy your concerns by sorting out any problems you may be having on your behalf. 

Patient Advice & Liaison Service
PALS Manager
West Midlands Ambulance Service NHS Foundation Trust
Millennium Point
Waterfront Business Park
Waterfront Way
Brierley Hill
West Midlands
DY5 1LX

Email: pals@wmas.nhs.uk

Tel: 01384 246370

Complain about your Dentist

Dentist surgeries have their own internal complaints procedures which you can learn about either by asking at reception, or by checking the practice website. This procedure will usually involve writing a formal letter to the practice manager.

If you have received dissatisfactory service from your dentist, and you cannot resolve the issue via the surgery’s complaints procedure, your next step will depend on whether the treatment you received was from an NHS or private dentist.

Complain about NHS dentists

If you have received dissatisfactory treatment from an NHS dentist, you can take your complaint directly to the Parliamentary and Health Service Ombudsman.

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Tel: 0345 015 4033

Complain about private dentists

You cannot complain to the NHS about private dental treatment. Instead, you can complain via the Dental Complaints Service, which is run by the General Dental Council.

Tel: 020 8253 0800

Complain about your Optician

Most opticians have an internal complaints procedure, which you can learn about by asking at reception.

If you cannot resolve your complaint to your satisfaction by this route, you can contact the Optical Consumer Complaints Service (OCCS). You can download and print a paper copy or for more information you can call them.

Tel: 0844 800 5071 

Complain about your Adult Social Care Services

If you feel that you or a relative has received poor care from adult social care services in Telford, you can complain to the Telford & Wrekin Council customer quality team.

If you would like more information, to complete an online form or get in touch with the team click here

E-mail: customer.experience@telford.gov.uk

Tel: 01952 382006