Where to send your complaint
There are many different providers of healthcare in Shropshire. When you want to make a complaint, you normally complain directly to the provider of the service.
Alternatively you can complain to the organisation that commissions the service.
Hospitals
Royal Shrewsbury Hospital and Princess Royal Hospital
- Service provider: Shrewsbury & Telford Hospital NHS Trust
- You can raise a concern informally with the trust by contacting their Patient Advice and Liaison Service (PALS)
- To make a formal complaint contact their chief executive
Robert Jones & Agnes Hunt Orthopaedic Hospital
- Service provider: Robert Jones & Agnes Hunt Orthopaedic Hospital NHS Foundation Trust
- You can raise a concern informally with the trust by contacting their Patient Advice and Liaison Service (PALS)
- To make a formal complaint contact their Clinical Governance Team
Bishop's Castle, Bridgnorth, Ludlow and Whitchurch Community Hospitals
- Service provider: Shropshire Community Health NHS Trust
- You can raise a concern informally with the trust by contacting their Patient Advice and Liaison Service (PALS)
- To make a formal complaint contact their complaints manager
- Commissioner: NHS Shropshire, Telford & Wrekin Integrated Care Board (ICB)
If you're unhappy with the response to your complaint, you can take it to the Parliamentary and Health Service Ombudsman
The Care Quality Commission have produced standards for hospitals.
Community health services
- Provider: Shropshire Community Health NHS Trust
- You can raise a concern informally with the trust by contacting their Patient Advice and Liaison Service (PALS)
- To make a formal complaint contact their complaints manager
- Commissioner: NHS Shropshire, Telford & Wrekin Integrated Care Board (ICB)
If you're unhappy with the response to your complaint, you can take it to the Parliamentary and Health Service Ombudsman
Mental health services
- Service provider: Midlands Partnership Foundation Trust
- You can raise a concern informally with the trust by contacting their Patient Advice and Liaison Service (PALS)
- To make a formal complaint contact their chief executive
- Commissioner: NHS Shropshire, Telford & Wrekin Integrated Care Board (ICB)
If you're unhappy with the response to your complaint, you can take it to the Parliamentary and Health Service Ombudsman
GP services
- To make a formal complaint contact the practice manager of the practice.
- Commissioner: NHS England
If you're unhappy with the response to your complaint, you can take it to the Parliamentary and Health Service Ombudsman
The Care Quality Commission have produced a booklet to help the public understand what they can expect from their GP.
Ambulance services
Emergency Ambulance Service
- Service provider: West Midlands Ambulance Service NHS Foundation Trust.
- You can raise a concern informally with the trust by contacting their Patient Advice and Liaison Service (PALS)
- To make a formal complaint contact their Patient Experience Team
- Commissioner: NHS Shropshire, Telford & Wrekin Integrated Care Board (ICB)
Patient Transport Ambulance Service
- Service provider: Falck Ambulance Services
- Commissioner: NHS Shropshire, Telford & Wrekin Integrated Care Board (ICB)
If you're unhappy with the response to your complaint, you can take it to the Parliamentary and Health Service Ombudsman
Out of hours services
Urgent primary care
- Service provider: ShropDoc
- Commissioner: NHS Shropshire, Telford & Wrekin Integrated Care Board (ICB)
NHS 111 service
- Service provider: Care UK Healthcare
- Commissioner: NHS England
If you're unhappy with the response to your complaint, you can take it to the Parliamentary and Health Service Ombudsman
Pharmacy
- To make a formal complaint contact the service manager of the pharmacy
- Commissioner: NHS England
If you're unhappy with the response to your complaint, you can take it to the Parliamentary and Health Service Ombudsman
Opticians
- To make a formal complaint contact the service manager of the optician service
- Commissioner: NHS England
- For complaints about private optical services contact the Optical Consumer Complaints Service
If you're unhappy with the response to your complaint, you can take it to the Parliamentary and Health Service Ombudsman
Dentists
- To make a formal complaint contact the practice manager of the practice
- Commissioner: NHS England
- For complaints about private dental services contact the Dental Complaints Service
If you're unhappy with the response to your complaint, you can take it to the Parliamentary and Health Service Ombudsman.
Sexual health services
- Service provider: Midlands Partnership Foundation Trust
- You can raise a concern informally with the trust by contacting their Patient Advice and Liaison Service (PALS)
- To make a formal complaint contact their chief executive
- Commissioner: Shropshire Council
If you're unhappy with the response to your complaint, you can take it to either the Parliamentary and Health Service Ombudsman (PHSO) or the Local Government Ombudsman (LGO). Both ombudsmen have jurisdiction in cases where an NHS service provider has been commissioned by a local authority, and they may decide to conduct a joint investigation. It would probably be best to approach whichever ombudsman is connected with the organisation to whom you directed your original complaint - so PHSO if you originally complained to the NHS Trust or the LGO if you originally complained to the council.
Private healthcare
Healthwatch Shropshire's remit only covers publicly funded health and social care services, so we can't assist with concerns or complaints about privately funded services.
For complaints about private healthcare contact the Independent Sector Complaints Adjudication Service.