Comments, concerns, complaints - West Midlands Ambulance Service University NHS Foundation Trust

The Patient Experience Team we will do their best to answer your enquire or pass to a suitable manager to answer and provide a response in a timely manner. You should normally complain within twelve months of the event occurring, 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.

The easiest way to contact our patient experience team to make a complaint is to submit the following form:

Make a complaint

First name(Required)

What would you like us to call you?

Last name(Required)

Email(Required)

An email address we can get back to you on

Phone(Required)

A telephone number we can contact you on

Address

Street Address Address Line 2 City Post Code

Are you the patient?(Required)

Yes

What is the patient's name?

Address

Street Address Address Line 2 City Post Code

What was the date of the incident?(Required)

DD/MM/YYYY

Where did the incident happen?

If different to the address given.

Please detail what happened in the incident(Required)

What do you think should be done to put things right?(Required)

What is your preferred method of contact?

Telephone

Letter

I can confirm that I have read and accept and understood the West Midlands Ambulance Service University NHS Foundation Trust privacy policy.

Frequently asked questions

View our most frequently asked questions regarding the ambulance service or our complaints procedure.

Patient Experience Team

West Midlands Ambulance Service University NHS Foundation Trust
Millennium Point
Waterfront Business Park
Waterfront Way
Brierley Hill
West Midlands
DY5 1LX

Email: [email protected]

Telephone: 0300 303 0996

By sharing your experience, they can be learning for the individual staff members concerned or in some cases Trust Wide learning here are some examples from 20129/20:

You said	We did
A patient’s non-emergency transport booking was taken incorrectly with patient notes not added.	The investigation highlighted that the system crashed causing the notes not to save. An apology offered to the contact and all staff in the control room reminder if the system crashed that they check that all patient notes have saved
Use of ambulance siren when leaving a hub in the night.	The investigation found the sirens were not needed and a station notice would be produced to advise staff to be considerate to residents.
Crew took medication for patient and other party in the property	Staff Notice that all crew to check medication if for patient only.

For further guidance on raising a complaint with an NHS organisation please feel free to visit the NHS website. The independent organisation Healthwatch is there to find out what matters to you and to help make sure your views shape the support you need.

You can read our latest Patient Experience Annual Report here. Read a summary of the Trust’s complaints procedure.

Independent NHS Complains 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.

Telephone: 0300 456 2370 (Mon to Fri 8am to 6pm)

Fax: 0300 456 2365

Minicom: 0300 456 2364

Text: Send the word ‘pohwer’ with your name and number 81025.

Address:
POhWER Advocacy,
PO Box 17943,
Birmingham,
B6 9PB

Website: www.pohwer.net

Email: [email protected]

Telephone: 01905 27525

Email: [email protected]

Fax: 01905 28554

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

Website for onside advocacy.

Telephone: 0300 456 2370

Text: send the word ‘pohwer’ with your name and number to 81025

Email: [email protected]

Address:
POhWER Advocacy,
PO Box 17943,
Birmingham,
B6 9PB

Website POhWER.

Telephone: Helpline Number 0300 456 2370

Text phone: Send the word ‘Pohwer’ with your name and number to 81025

Email: [email protected]

Fax: 0300 456 2365

Address:
POhWER Advocacy,
PO Box 17943,
Birmingham,
B6 9PB

Website.

Telephone: 0300 303 1660

Email: [email protected]

Website.

Telephone: 0800 161 5600

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

Email: [email protected]

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

Website.

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, they are keen to hear about your experience. This is because they believe involving people who use services in everything they do, will help improve the service 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.