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Formal Complaints

If you are unhappy with the service you have received from West Midlands Ambulance Service NHS Foundation Trust and you feel PALS cannot help, you are entitled to make a formal complaint.

A complaint can be made by a patient or person affected, or likely to be affected, by the service delivered by the Ambulance Service or by someone acting on behalf of the patient or person with their written consent.

You should normally complain within twelve months of the event occurs, or when you become aware that you have something to complain about.

Please be assured that we will treat every comment and complaint seriously. Making a complaint will not affect your future use of the service we provide.

For further guidance on raising a complaint with an NHS Organisation please feel free to visit the website NHS Choices.

Independent NHS Complaints Advocacy Service

Should you require any assistance in raising a complaint, there are several Advocacy Services covering the West Midlands area who will be able to assist you.  Their service is free, independent and confidential.  Please contact the appropriate service for your area.

Engaging Communities - Telford and Wrekin

Telphone: 0800 161 5600

Text: 07724172811

Address:
Independent Health Complaints Advocacy Service
Suite 2
Opus House
Priestley Court
Staffordshire Technology Park
Stafford
ST18 0LQ

Website: http://www.ecstaffs.co.uk/complaints-advocacy-telford/

Email: advocacy@ecstaffs.co.uk

Onside Advocacy  - Worcestershire\Herefordshire

Telephone: 01905 27525

Email: info@onside-advocacy.org.uk

Fax: 01905 28554

Address:
Onside Independent Advocacy
Williamson House
14 Charles Street
Worcester
WR1 2AQ

Website: www.onside-advocacy.org.uk

VoiceAbility - Birmingham

Telephone: 0300 330 5454

Text phone: 0786 002 2939

Email: nhscomplaints@voiceability.org

Address:
VoiceAbility
Cobalt Square
83 Hagley Road
Birmingham
B16 8QG

Website: www.voiceability.org/in_your_area/westmidlands

VoiceAbility – Walsall

Telephone: Helpline Number 0300 330 5454

Text phone: 0786 002 2939

Email: nhscomplaints@voiceability.org

Fax: 0330 088 3762

Address:
VoiceAbility Walsall
NHS Complaints Advocacy
PO Box 16733
Oldbury
B69 9FJ

Website: www.voiceability.org/in_your_area/advocacy_black_country/nhs_complaints_advocacy_in_walsall

Healthwatch Coventry

Telephone: 024 762 52011

Email: ICAS@healthwatchcoventry.co.uk

Address:
Healthwatch
29 Warwick Road
Coventry
CV1 2ES

Healthwatch Staffordshire

Telephone: 0800 161 5600

Text: Send the word 'Healthwatch' with your name and number to 60006

Email: advocacy@ecstaffs.co.uk

Address:
Healthwatch Staffordshire NHS Complaints Advocacy Service
Suite 2, Opus House
Priestly Court
Staffordshire Technology Park
Stafford
ST18 0LQ

Website: www.healthwatchstaffordshire.co.uk/nhs-complaints

Healthwatch Shropshire

Telephone: 01743 237884

Email: enquiries@healthwatchshropshire.co.uk

Address:
Healthwatch Shropshire NHS Complaints Advocacy Service
4 The Creative Quarter
Shrewsbury Business Park
Shrewsbury
Shropshire
SY2 6LG

WHACS – Wolverhampton Health Advocacy Service (delivered by Healthwatch Wolverhampton)

Contact: 0800 161 5600

Text: 07724172811

Address:
Regent House
Bath Street
Wolverhampton
WV1 4EG

Website: www.whacs.org.uk

Email: mail@whacs.org.uk

Parliamentary and Health Service Ombudsman

If, after our best efforts, you are still not completely satisfied with our response, you may contact the Parliamentary and Health Service Ombudsman to request a review of your case.  The Parliamentary and Health Service Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of health service providers.  Contact the Ombudsman by writing to:

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

Telephone: 0345 015 4033 

Care Quality Commission (CQC)

Even though the CQC cannot investigate your individual complaint for you they would like to hear about your experience. This is because they believe involving people who use services in everything they do will help improve them for everyone. They therefore encourage people to share information with them.

Care Quality Commission
National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Telephone: 0300 061 6161

Website: www.cqc.org.uk

Useful Links

Patient Experience Annual Report

Send a Complaint

The Patient Experience Team
West Midlands Ambulance Service NHS Foundation Trust
Trust Headquarters
Millennium Point
Waterfront Business Park
Waterfront Way
Brierley Hill
West Midlands
DY5 1LX

Email: complaints@wmas.nhs.uk

Telephone:  01384 246366

Fax:  01384 451677