Who do I complain to?
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 who commission the service.
Please contact us if:
- you would like to talk to us about your complaint
- the information you need is not covered in the sections below
- you are not sure which organisation has provided the service
- if you would like some advice or support through the independent NHS Complaints Advocacy Service we provide
If you would like to raise a concern or make a complaint about a particular health care professional or social worker you can contact their regulatory organisation.
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 Community Hospital, Bridgnorth Community Hospital, Ludlow Community Hospital, Whitchurch Community Hospital
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
Commissioner: Shropshire, Telford & Wrekin NHS
If you are unhappy with the response to your complaint, you can take the complaint 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: Shropshire, Telford & Wrekin NHS
If you are unhappy with the response to your complaint, you can take the complaint 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: Shropshire, Telford & Wrekin NHS
If you are unhappy with the response to your complaint, you can take the complaint to the Parliamentary and Health Service Ombudsman
GP Services
To make a formal complaint contact the Practice Manager of the practice.
Commissioner: Shropshire, Telford & Wrekin NHS
If you are unhappy with the response to your complaint, you can take the complaint 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: Shropshire, Telford & Wrekin NHS
Patient Transport Ambulance Service
Service Provider: E-zec Medical
Commissioner: Shropshire, Telford & Wrekin NHS
If you are unhappy with the response to your complaint, you can take the complaint to the Parliamentary and Health Service Ombudsman
Out of Hours services
Urgent Primary Care
Service Provider: ShropDoc
Commissioner: Shropshire, Telford & Wrekin NHS
NHS 111 Service
Service provider: DHU Healthcare
- You can raise a concern informally or make a formal complaint by contacting their Clinical Governance Team.
Commissioner: NHS England
If you are unhappy with the response to your complaint, you can take the complaint to the Parliamentary and Health Service Ombudsman
Pharmacy
To make a formal complaint contact the Service Manager of the pharmacy.
Commissioner: Shropshire, Telford & Wrekin NHS
If you are unhappy with the response to your complaint, you can take the complaint to the Parliamentary and Health Service Ombudsman
Opticians
To make a formal complaint contact the Service Manager of the optician service.
Commissioner: Shropshire, Telford & Wrekin NHS
If you are unhappy with the response to your complaint, you can take the complaint to the Parliamentary and Health Service Ombudsman
For complaints about private optical services contact the Optical Consumer Complaints Service.
Dentists
To make a formal complaint contact the Practice Manager of the practice.
Commissioner: Shropshire, Telford & Wrekin NHS
If you are unhappy with the response to your complaint, you can take the complaint to the Parliamentary and Health Service Ombudsman
For complaints about private dental services contact the Dental Complaints Service.
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 are unhappy with the response to your complaint, you can take the complaint 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 cannot assist with concerns or complaints about privately funded services.
For complaints about private healthcare contact the Independent Sector Complaints Adjudication Service.
Social Care
Care funded by Shropshire Council
If your care is funded by Shropshire Council, you can raise a concern informally with the Council by contacting their First Point of Contact for adult social care. To make a formal complaint contact the statutory complaints officer. If you are unhappy with the response to your complaint, you can take the complaint to the Local Government Ombudsman.
Self-funded care
If your care is self-funded, you can complain to the manager of the service provider. If you are unhappy with the response to your complaint, you can take the complaint to the Local Government Ombudsman.
More information about both these options can be found here.
