The Patient Experience Team

Formal complaints

A complaint is an expression of dissastisfaction regarding any aspect of our services, care or treatment. 

Who can submit a complaint?

• Patients
• An individual acting on behalf of a patient (written consent for the patient is required)
• Anyone who has been affected by the services provided by the Royal Orthopaedic Hospital

A complaint can be made over the phone or in writing. The complaints team will provide you with an opportunity to share your concerns in an open and confidential setting. The team will ask you to describe your concerns, and what outcomes and actions you would like to see.

If you feel you have made every effort to try and resolve your concerns locally or through our Patient Advice Liaison (PALS) Department, it is important you raise your complaint as soon as possible, this should be within twelve months of the event.

Complaints follow a timeline of 30 working days. The complaint will be formally acknowledged and the complainant will receive a written response from the identified investigation lead at the end of the deadline. If the Complaints team feel the deadline is not achieveable, they will advise the complainant of a new deadline. 

If you are unhappy with the response received, please contact the Complaints department who can provide you with further advice. 

Complainants also have access to external Parliamentary Health Ombudsman services (PHSO), who can support in the event that you are unhappy with The Royal Orthopaedic Hospital complaints service.

What information is required to make a complaint?

• Your name, address and contact information.
  • If you are raising a complaint on behalf of someone else, please include your name and the patients details including their written consent. 
• A description as to what has happened, dates and names where possible
• Which department provided the service
• What specific concerns you would like investigating
• What you would like to happen as a result of your complaint.

Raise a formal complaint

0121 685 4128
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Complaints Department, The Royal Orthopaedic Hospital, Bristol Road South, Northfield, Birmingham, B31 2AP

Complaints form

Your care will not be affected for raising your concerns

All staff at The Royal Orthopaedic Hospital are encouraged to embrace our Trust values when responding to complaints, which includes being open and honest. Making a complaint will not have any impact on your care. If you have further concerns about  this, please contact our complaints team.

Complaint Resolution Meeting

If you remain dissatisfied with your complaint response and would like to meet with the Complaints team, (face-to-face or via Microsoft Teams) they can arrange a Complaint Resolution Meeting.

A Complaint Resolution Meeting is a formal meeting between the complainant, the complaints team and the nominated investigation lead. This meeting is usually arranged after an initial investigation and a response has been provided and the complainant remains dissatisfied with the response. This serves as an opportunity to clarify any outstanding concerns, explain actions and work towards resolving the complaint together. 

Alternatively, you can reopen your complaint with the Complaints team. This means a different investigation lead will be identified to respond to your concerns and try and resolve your concerns again. Sometimes, a complainant may not be satisfied with the response(s) that has been provided to them, and may wish to take their concerns further. In this case, we advise complainants to contact the PHSO to raise their concerns.