At Optimised Care, we welcome all feedback from our patients, their families, and carers. Your comments help us to continually improve the quality of care and service we provide.

We take all complaints seriously and view them as an opportunity to learn and make improvements. Our aim is to resolve any concerns as quickly and fairly as possible, and to ensure that you feel heard throughout the process.

How to raise a concern

Informal concerns

If you have a concern, we encourage you to raise it as soon as possible with any member of staff, the Hospital Director, the Director of Clinical Services, or a member of the senior management team. Many issues can be resolved quickly and informally at this stage.

Formal complaint

If you feel your concern has not been adequately addressed, or you would prefer to make a formal complaint, you can do so in writing. Please send your complaint to the Hospital Director or email us at enquiries@optimisedcare.com.

What to include in your complaint

To help us investigate and respond to your complaint as thoroughly as possible, please include the following information:

The name of the hospital and department involved
The date(s) of the event(s) you are complaining about
The names of any staff involved, if known
The type of treatment or service you received
A clear description of your complaint and the outcome you are seeking

Our response timeline

Working days

Acknowledgement

We will acknowledge receipt of your complaint within 3 working days. This will confirm who is handling your complaint and the expected timeframe for a full response.

Working days

Full response

We aim to provide a full written response within 20 working days. If a more complex investigation is required, we will keep you informed of our progress and provide an updated timeline.

If you remain dissatisfied

If you are not satisfied with our response, you have the right to escalate your complaint to an independent body. The appropriate route depends on whether you are a private or NHS patient.

Private patients

Your complaint will first be reviewed internally. If you remain dissatisfied, you can escalate to the Independent Sector Complaints Adjudication Service (ISCAS).

www.iscas.org.uk

NHS patients

You can refer your complaint to the Parliamentary and Health Services Ombudsman.

0345 015 4033

Care Quality Commission

You can also contact the CQC if you have concerns about the quality and safety of care.

03000 616161

Patients Association

The Patients Association offers free, confidential advice and support to patients and families.

0800 345 7115

Get in touch

If you would like to share feedback or make a complaint, please contact us using any of the methods below.

enquiries@optimisedcare.com

Phone

0121 822 0122

Address

The Bromsgrove Hospital
Stoney Lane, Bromsgrove
B60 1LY