Our team of complaints managers works to ensure that complaints are handled sensitively, efficiently, effectively and within the required timescales.
When should I make a formal complaint?
A formal complaint to Birmingham Community Healthcare is defined as the process to resolve an issue about which the complainant wishes for a full investigation to take place and a formal response to be provided.
Such a situation is one in which the issue raised is of a serious nature and the risk assessment indicates a formal investigation and action plan is required – even where the individual has not initially raised the issue as a formal complaint.
A complaint which is received verbally and which is resolved to the complainant’s satisfaction within 24 hours is not included in the Complaints Regulations and will therefore be recorded as a ‘concern’.