Making a Complaint


We hope that you do not have cause to make a complaint about any of the services that Solihealth offers, but if you do, we are here to help and to try and put things right. You can complain to us either verbally or in writing

Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily.
In any event, this should be:

  • Within 12 months of the incident,
  • or within 12 months of you becoming aware of the matter

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects

Note: If you make a complaint it is our policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

You can either speak to the anyone in the clinic you have attended, or contact us either in writing or on the telephone as below

Write to:

Solihealth Ltd
Hurst Lane Hub
Hurst Lane North
Castle Bromwich
B36 0EY

Telephone: 0121 203 2207 or 0121 203 2208

Email: solihealthlocality@nhs.net

Please give as much detail as you can, dates, times, recollections of conversations and treatments and what you would like the outcome of your complaint to be, for example, would you like to come and meet the member of staff involved, the service lead, or complaints manager

Solihealth will acknowledge your complaint within 5 working days.

This letter will acknowledge that we have received your complaint and let you what we will do to investigate the complaint and give you an estimated time scale and which you will receive a full response.

When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again

 

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. We can also take consent verbally, but we will make certain checks to make sure we are talking to the right person.

NHS England

You have the right to complain directly to NHS England about the service you have received from us. We would prefer that you give us the opportunity to resolve your complaint but if you feel this is not an option for you, you can contact NHS England

By Post NHS England
PO Box 16738
Redditch, B97 9PT

Telephone 0300 311 2233

Email: england.contactus@nhs.net

 

Unhappy with the Outcome?

If you are not satisfied with the explanation we have provided or indeed, any aspect of the manner in which we handled your complaint, you can contact the independent Parliamentary and Health Service Ombudsman to look at your complaint.

Parlimentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P4QP
Phone: 0345 015 4033

 

NHS Complaints Advocacy Services

The statutory NHS Complaints Advocacy Service works within the NHS Complaints regulations. Our NHS Complaints Advocates can help you to use this process to raise your concerns.
• Free
• Independent
• Confidential

NHS complaints advocacy works within the NHS complaints regulations. We aim to work with everyone, taking account of their needs.
NHS Complaints Advocacy can:
• Listen to your concerns
• Signpost you to the right organisations outside of the complaint process if you need these
• Answer any questions about the complaints procedure and explain your options
• Provide a step by step guide to the complaints process and some self help tools
• Provide you with a POhWER advocate, who can help you to make your complaint and support you through the NHS Complaint process
• Support you to make a complaint about care and treatment provided or funded by the NHS
• Support you to make a complaint on someone else’s behalf if they would like you to

Contact them at
http://www.pohwer.net/
Post – PO Box 17943, Birmingham, B9 9PB
Telephone – 0300 456 2370
Email – pohwer@pohwer.net
Text – send the word ‘pohwer’ with your name and number to 81025

We take all complaints very seriously as we want everyone who is referred into one of our services to receive excellent treatment in a safe, prompt manner in premises that are clean and fit for purpose by staff who are competent and caring.

If you have felt that we have not delivered on our aim, then we are keen to hear from you, you do not need to make a complaint to give feedback on our service. There is a form on our website at solihealth.org to contact us, or you can write, phone or email using the details in this leaflet.

We also discuss any complaint or comment made to us, review our actions and look to see what we can do, where appropriate, to stop it from happening again.

 

Care Quality Commission (CQC)

Although the CQC are not able to take forward complaints on your behalf, information given to them helps protect others from going through the same experience.

They ask for feedback via an on line form

https://www.cqc.org.uk/give-feedback-on-care

Or search “CQC provider complaints” on any web browser.

Thank you