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The Patient Experience Team

The Patient Experience Team includes PALS, Complaints and Volunteer Services

Address

The Patient Experience Team
The Royal Orthopaedic Hospital
Bristol Road South
Birmingham
B31 2AP

Opening Hours

Monday - Friday: 8am - 4pm
(excluding Bank Holidays)

Contact us

PALS Team
0121 685 4128
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Complaints Team
0121 685 4128
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Volunteer Service
0121 685 4128
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About the team

The Patient Experience Team exists to support patients and their families to have a positive experience when using services at The Royal Orthopaedic Hospital. We aim to listen to patients, learn from their experiences and continually improve how we support people. Out Team includes PALS, Complaints and the Volunteering Service. If you need support, we can help. Please get in touch.

Finding more support

POhWER
Charity

A charity providing free advocacy,information and advice.

0300 456 2370
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Hertlands House, Primett Road,
Stevenage, Hertfordshire, SG1 3EE

Parliamentary and Health Service Ombudsman

The PHSO help make final decisions on complaints that have not been resolved.

0345 015 4033
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Millbank Tower, London SW1P 4QP

Healthwatch
Birmingham

An independent service advocating for which health and social care services users.

03000 683 000
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83 Hagley Road, Birmingham B16 8QG

The Patients
Association

A charity dedicated to supporting patients

0800 345 7115
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The Patients Association, PO Box 935, Harrow, Middlesex, HA1 3YJ

Your feedback

Your feedback helps us to improve services!

Find out more

Friends & Family Test

The NHS Friends and Family Test (FFT) is a quick and anonymous way to give your views after receiving NHS care or treatment.

Complete FFT

Meet the team

Roko, Head of Patient Experience

Reporting

The patient experience team produces various reports throughout the year which analyse and assess PALS, Complaints and Friends and Family test data. This data helps improve the patient experience.

Patient Experience Report Summary
2020/21

Download the report here

Annual Complaints and Patient Experience Report
2020/21

Download the report here

Working in partnership

Healthwatch Birmingham is the independent champion for health and social care in Birmingham, providing people with ways to share their views about services.

Find out more

You said, we did

There was no information on our website regarding the Birmingham Clean Air Zone, which resulted in you receiving a fine.

The website was updated with information regarding the Birmingham Clean Air Zone linking to Birmingham City Council.

You were informed that an urgent physio referral was to be made for you. You have been waiting 4 months. You called the secretary and physio, you were informed the referral had not yet been sent.

We contacted the clinical service support manager and secretary, who then chased up the referral. The therapies team then contacted you and arranged an appointment as soon as possible.

Your appointment had been cancelled and you were not made aware of this.

A new appointment date was arranged at the earliest date possible.

You have been waiting 5 months for injection for your hand, you are now struggling to work. You had made several attempts to contact someone regarding this, but the phones were not being answered.

The clinical service support manager looked into the waiting list and arranged an appointment for you within one month.

You were challenged about not wearing a mask, even though they were exempt.

An exemption sticker was created, to stop patients from being challenged for not wearing masks.

You have been waiting one month for MRI results.

Imaging secretaries were able to confirm that the imaging had been reported on and an appointment was arranged for the results to be discussed at the earliest date available.