Patient Experience Team

The Patient Experience Team provides information and support to patients, their families, and their carers.

The team provides:

• confidential advice and support to patients, their families, and their carers
• NHS and health-related information
• confidential support to resolve problems and concerns quickly
• information on NHS complaints procedures and how to get in touch with someone who can help
• information on how you can get more involved in your healthcare and the NHS locally
• an opportunity for patient feedback to develop our services
• a service which reports issues to Trust management

Patient Experience acts on behalf of the patient or service user when handling concerns.

Team members speak with staff, managers, and other organisations (when appropriate) to help provide solutions and inform changes to the way services are delivered.

Signposting to additional support for patients and families can also be provided.

Always speak to ward or clinic staff if you:

• have any queries
• are unhappy or concerned with an aspect of the Trust’s services.

Most often, our staff can deal with your enquiry straight away. If you feel they cannot help or you do not wish to speak to them you can contact the Patient Relations service.

The team is based in the Patient Information Centre – location C2 – at New Cross Hospital. You are welcome to drop in if you would like to speak to someone when you are at hospital, or you can contact us to make an appointment in advance.

The team is available between 8.30am and 4.30pm, Monday to Friday (excluding Bank Holidays).

Telephone: 01902 695368 (lines open between 10am and 3pm).
Email: rwh-tr.pals@nhs.net

Write to us:
Patient Experience Team
Royal Wolverhampton NHS Trust
New Cross Hospital
Zone C, location C2
Wolverhampton Road
Wolverhampton
WV10 0QP

To view our latest Privacy notice, download Patient Relations Privacy Notice 2025/26.

If you feel you wish to take your concerns further or you would prefer to make a formal complaint you can do this in writing to:

The Chief Executive
The Royal Wolverhampton NHS Trust
New Cross Hospital
Wolverhampton Road
Wolverhampton
WV10 0QP

After your complaint has been received you will receive a written acknowledgement within three working days.

You may already be aware that you can get independent advice about making a complaint from Wolverhampton Health Advocacy Complaints Service (VoiceAbility), whom you can contact on 0300 303 1660 or helpline@voiceability.org. VoiceAbility offers a free, impartial, and independent service for people who wish to make a formal complaint about the National Health Service.

The Trust aims to respond in full to all complaints within 30 working days (six weeks from the date we receive it). If for some reason this date cannot be achieved we will keep you informed and explain the reason why.

If you have contacted the Patient Relations team or made a formal complaint to the Trust, and we have been unable to resolve your issue to satisfaction, then you can ask the Health or Local Government Ombudsmen to review the matter.

If the issue is about an NHS service then you can contact the Health Service Ombudsman by visiting www.ombudsman.org.uk or calling the helpline on 0345 015 4033 or in writing to The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.

If the issue is about an adult social care service the person complaining can contact the Local Government Ombudsman by visiting www.lgo.org.uk or calling the helpline on 0845 602 1983 or in writing to The Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH.

If you have received excellent care or have had a positive experience at the Trust, please let us know. Compliments are always passed on to the staff involved in your care.

Your experiences can be shared on the Care Opinion website. Care Opinion publishes stories anonymously to help make health and care services better for everyone.

Feedback can be seen by the public and the care provider. For more information visit the Care Opinion website.

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