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Complaints

Understanding the experiences of patients is really important to us. It helps us to improve the services we commission and make sure the high standards of the NHS are met. If you would like to share and your experiences with us; good or bad, or if you have any questions, please call the Patient Experience Team on 0121 411 0415 or email This email address is being protected from spambots. You need JavaScript enabled to view it. 

What the Patient Experience Team do:

  • Listen to the patient voice
  • Hear and share patient stories
  • Help patients to access healthcare services
  • Resolve patient problems
  • Manage patient complaints
  • Work with BSC CCG to shape local services

Making a complaint

Your complaint concerns:  Primary Care:
  • GPs
  • GP practice staff
  • Pharmacists
  • Optometrists
  • Dentists
Secondary Care:
  • Hospital Doctors
  • Hospitals
  • Community services
  • CCGs
You should contact: NHS England Customer Contact Centre
0300 311 22 33
This email address is being protected from spambots. You need JavaScript enabled to view it.
The Patient Experience Team
0121 411 0415
This email address is being protected from spambots. You need JavaScript enabled to view it.

Kingston House
438-450
High Street
West Bromwich
B70 9LD

What the NHS England Customer Contact Centre does

NHS England has high expectations of quality in all that it does. They hope to resolve any problems without resort to formal processes, but where a complaint is felt necessary, they will do everything they can to respond well. NHS England aim to respond to all complaints within 20 working days. If they are unable to reply within this time, they will let you know and provide a realistic estimate of when you can expect a reply. Learn more about how NHS England deal with complaints.

More about the complaints process

Complaints can often become very complicated and involved serveral individuals or agencies. Healthwatch Birmingham have created a diagram which shows the process of how different complaints are handled across health and social care:

complaints flow diagram

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Best care, Best place, Best time.

CONTACT US

Birmingham South Central CCG
Second floor, Bartholomew House
142 Hagley Road
Birmingham
B16 9PA

Tel. 0121 255 0700

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