Compliments and complaints

We want to hear about your experience of St Andrew's Healthcare.

Feedback helps us understand what is working well and where we need to improve. You can tell us about something that went well, raise a concern or make a formal complaint.

If something has gone well

We welcome positive feedback from our patients, as it helps us understand what we are doing well and recognise the excellent care provided by our staff.

You can share positive feedback by contacting:

Email: compliments@stah.org

Share your experience on My Voice.

You can share your feedback through our My Voice survey, which helps us understand the experiences of patients and carers. If you have internet access, you can complete the survey online here [link]  stah.org/myvoice , complete it on a ward tablet or request a paper copy from your ward team.

If you have a concern or feedback

If something is worrying you, the first step is often to speak to your Care Co-ordinator, named contact or another member of the care team.

Many concerns can be resolved quickly by talking to the team involved.

Community Meetings

It may be appropriate to discuss wider issues at your ward's Community Meetings, which are held regularly. These meetings provide an opportunity for patients to raise concerns, ask questions and contribute to discussions about the ward environment and patient experience.

Patient Forums

Regular Patient Forums provide patients with the opportunity to share their views, raise questions and discuss issues directly with members of the senior management team.

The forums have become a vital way for patients to influence positive change, contribute ideas and hear updates on developments across the organisation. Speak to your ward team for more information on how to get involved.

Contact PALS

If you would prefer to speak to someone independently of your immediate care team, our Patient Advice and Liaison Service (PALS) can provide advice, support and information.

Phone: 01604 616 829
Email: PALS&complaints@stah.org

Making a formal complaint

If you wish to make a formal complaint, you can contact PALS and the Complaints team.

We will listen to your concerns, investigate them fairly and explain the outcome to you.

You will be treated with respect throughout the process. Raising a complaint will not affect your right to receive care.

If you are making a complaint on behalf of someone else, we may need their consent before we can discuss confidential information about their care with you.

Phone: 01604 616829

Email: PALS&complaints@stah.org

Independent patient advocacy

If you would like support to raise a concern or complaint, you can ask an independent advocate for help.

POhWER is a patient advocacy service for those receiving care in Birmimgham. It delivers high-quality advocacy, information and advice services empowering people to have a voice and to make a real difference to their lives.

Phone: 0300 456 2370

Email: feedback@pohwer.net

VoiceAbility is a patient advocacy service for those receiving care in Essex. It helps people express their views, understand their rights, and take part in important decisions about their lives and care.

Phone: 0300 303 1660

Email: helpline@voiceability.org

If you are not satisfied

If you are unhappy with the outcome of your complaint or the way it has been handled, you may be able to take your complaint to the Parliamentary and Health Service Ombudsman once our complaints process has been completed.

Parliamentary and Health Service Ombudsman here.