The Patient Experience Team
A complaint is a concern or an expression of dissatisfaction that requires a response 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 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 25 working days. A complaint should be formally acknowledged and the complainant should receive a written response from the Chief Executive at the end of this deadline.
If you are unhappy with the response received, please contact the Complaints department.
Complainants also have access to external Parliamentary Health Ombudsman services (PHSO), who can support in the event that you are unhappy with the Trusts complaints service.
Who can submit a complaint?
Formal complaints are issues raised formally by a complainant and require written consent if they are on behalf of a patient.
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.
The Complaints Process
Raise a formal complaint
0121 685 4128
Complaints Department, The Royal Orthopaedic Hospital, Bristol Road South, Northfield, Birmingham, B31 2AP
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.
POhWer Advocacy Service
0300 456 2370
PO Box 17943, Birmingham, B9 9PB
Parliamentary Health Service Ombudsman
0345 015 4033
Parliamentary Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP