Woman speaking to a receptionist in a health centre

How we can help

Although most people using the health service are happy with their care and treatment, things can sometimes go wrong. If you're not satisfied with the service you've experienced from a hospital, doctor, dentist, local surgery or other NHS provider, you are entitled to complain about it.

We're here to help you through this process.

Find out more

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

Robert Jones & Agnes Hunt Orthopaedic Hospital

Service provider: Robert Jones & Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Bishop's Castle Community Hospital, Bridgnorth Community Hospital, Ludlow Community Hospital, Whitchurch Community Hospital

Service Provider: Shropshire Community Health NHS Trust.

Commissioner: Shropshire Clinical Commissioning Group (CCG)

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.

Commissioner: Shropshire Clinical Commissioning Group (CCG)

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

Commissioner: Shropshire Clinical Commissioning Group (CCG)

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: NHS England

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

Commissioner: Shropshire Clinical Commissioning Group (CCG)

Patient Transport Ambulance Service

Service Provider: Falck Ambulance Services

Commissioner: Shropshire Clinical Commissioning Group (CCG)

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 Clinical Commissioning Group (CCG)

NHS 111 Service

Service provider: Care UK Healthcare

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: NHS England

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: NHS England

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: NHS England

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

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.