How can Complaints help?
The Customer Relations complaints department provides information and guidance to service users, their relatives and visitors who wish to complain about the service our Trust provides. It also gives guidance and advice to staff who are involved in the investigation of a complaint. We will ask you how you wish to be contacted, be that by telephone or via email for example, and will ensure that you receive communication in this format for your convenience.
What happens to my complaint when I have sent it to the Trust?
All NHS trusts must follow the NHS complaints procedure. This aims to investigate the issues raised and to resolve and respond to concerns. The response to the complaint will be sent from our Chief Executive.
Please contact the Customer Relations team if you have a concern or complaint and we will discuss the process.
How to contact the Complaints team?
Customer Relations – Complaints Department
Customer Relations Team, The Barberry Centre, 25 Vincent Drive, Birmingham, West Midlands, B15 2FG.
This is an administrative base only. Members of the public cannot be seen without arranging an appointment. Please contact us to seek any further assistance.
Our Complaints Policy is currently under review. Please contact the Customer Relations Team for further information.
Tel: 0800 953 0045
Email: bsmhft.customerrelations@nhs.net
We are currently running a limited service so there will be a delay in calls and emails being responded to. We thank you for your patience and understanding.
What happens if the complainant is not happy with the Trust’s response?
We offer a second independent opinion service, dependant on the type of complaint, if you are not happy with the initial response you have received from us. This is usually a second clinical opinion, undertaken by a clinician unconnected with your care. If you remain unhappy after you have received this second clinical opinion, we feel we have then exhausted our complaints process.
Parliamentary and Health Service Ombudsman
If you remain dissatisfied following with the response(s) provided to you from us, you have the right to approach the Parliamentary Health Service Ombudsman.
- After ensuring that the complaint is within their jurisdiction, the Ombudsman may check that everything has been done to resolve the issue at Trust level. If they think more can be done, they will refer your issue back to the Trust for further investigation.
- The Ombudsman will expect the Trust to have fully explored all issues raised before agreeing to review a case.
- If you feel you would like the support of an independent advocate to support and assist with you in making a complaint, you can contact:
For Birmingham area:
POhWER
PO Box 17943
Birmingham
B9 9PB
Tel: 0300 456 2370 (charged at your standard network rate)
Text: send the word ’pohwer’ with your name and number to 81025
Email: pohwer@pohwer.net
Visit: https://www.pohwer.net/birmingham
For Solihull area:
Solihull First Advocacy
11-13 Land Lane
Marston Green
B37 7DE
Tel: 0121 706 4696
Advocacy Matters
198 Boldmere Road
Sutton Coldfield
B73 5UE
Tel: 0121 321 2377, any time between 9am-5pm Mon-Fri
Contact Referral Form: https://advocacymatters.org.uk/referrals/hear-to-help/
Email: info@advocacymatters.co.uk
Website: https://advocacymatters.org.uk/
If you wish to discuss an issue in confidence, or require further assistance, please contact: the Customer Relations Team, telephone: 0121 301 1084 or Freephone 0800 953 0045. Alternatively you can e-mail bsmhft.customerrelations@nhs.net.
More useful contact information:
Samaritans on 116 123 – open 24 hours
SANELINE on 0845 767 8000 – open 1pm – 11pm every day
Birmingham Carers Centre – can offer advice on generic carers support groups
0121 675 8000
http://www.birminghamcarerscentre.org.uk
Solihull Carers Centre – can offer advice on generic carers support groups
0121 788 1143
http://www.solihullcarers.org
Stonham Group – organise many of Birmingham’s local carers support groups. Contact them to find out where your nearest group meets. Tel: 0121 380 4949
BSMHFT Lead for Carers Sandra Baker – sandra.baker3@nhs.net
Recovery for All – https://www.bsmhft.nhs.uk/service-user-and-carer/recovery/
