Patient Experience

What matters to you, matters to us. Whether it is compliments, comments or complaints – your feedback is vital in helping us continually improve your experience with us.

Our Patient Experience team is dedicated to hearing what you have to say, in a variety of ways to suit you.

It's important that you let us know your thoughts and feedback so that we can assist you and learn from your experiences. We also want to know when we do things well as this helps us to continue doing the right things. Please be assured that raising a concern or complaint will not adversely affect the care or treatment you or a loved one receives from us.

We are always looking at how we can do things better and will use what you tell us to improve the way we care for our women, children and families.

Your comments, compliments, concerns and complaints really do make a difference.

Understanding how you've found your visit or stay at our Women's and Children's Hospitals can tell us:

  • Where things are working well
  • Where there might be risks so we can take action to reduce and eliminate them
  • Where we need to make some changes and improvements.

Your feedback gives us the opportunity to learn more and make improvements.

How you can tell us about your experience

There are many ways for you to get in touch with us and provide us with feedback so we can improve services within our hospitals.

Face to face

Please feel free to speak to your ward manager, doctor or nurse in person to tell them about your experiences. We always prefer to have the opportunity to speak to you face to face whenever we can.

Make a Star of the Month nomination for our staff

Has a member of staff or team gone above and beyond to make either you or your family’s time with us special?

No matter how big or small the act, if you feel that an individual or team has done something positive that deserves recognition please do nominate them to be our Patient and Family Star of the Month.

Live feedback 

Our feedback system allows you to send an anonymous comment straight through to the manager in charge of your ward and get a reply back in real time so you know what action we have taken. Your comments and our responses are published on our hospital website. If you prefer to comment without the comments displaying on our website, you can find other ways to comment on our feedback page.

By using the system, your comments will reach our Heads of Services so that they can review and respond promptly.

We also have an app specially for our Women's Hospital which gives you lots of information about the hospital as well as links to videos, social media, our Homebirth team, NHSChoices and the Department of Health.

Download the app here:

Friends and Family Test

The NHS Friends and Family Test is an important opportunity for you to provide feedback on the care and treatment we deliver so we can improve services. We use the information gathered to improve services.

When you or your child is discharged, or at certain intervals in your care, you will be given the opportunity to answer the following question:

How likely are you to recommend our ward to friends and family if they needed similar care or treatment?

You will be invited to respond to the question on a paper feedback form by choosing one of six options, ranging from ‘extremely likely’ to ‘extremely unlikely’. Your answer is confidential and voluntary.

You can find our feedback cards on most reception desks around the hospital. Just give completed cards to any member of reception staff or place in a Patient Experience card collection box on reception desks.

You can also complete one of our Friends and Family Tests located around the hospital in our feedback kiosks, by asking any of our volunteers or give your feedback online.

Patient Advice and Liaison Service

Our Patient Advice and Liaison Service (PALS) is a free and confidential service which helps patients, parents and carers with any information, concerns, or problems that they have about their care and our service.

  • PALS will help and advise on any issue related to you or your child's hospital experience. We recognise that being in hospital can cause lots of difficulties and we are happy to listen and offer our support.
  • PALS will liaise with the various departments in our hospitals on your behalf to resolve your problems and where appropriate refer you to outside help.

PALS will attempt to resolve your problems as quickly as possible. However, if you feel the need to put in a formal complaint about any aspect of your NHS experience, we will be happy to advise and guide you through the complaints procedure.

Our PALS service will:

  • Contact you in one working day of your request
  • Advise you on the options available and help you to resolve your problem
  • Keep you regularly informed of the progress of any action you ask us to take on your behalf
  • Use your experiences to help improve services in the future.

We welcome any suggestions that you feel would help to improve the PALS service.

How to contact us:

  • At the Women's Hospital, PALS can be contacted on 0121 335 8226.
  • At the Children’s Hospital, PALS can be contacted on 0121 333 8403.
  • Or email us on bwc.pals@nhs.net.

How to find us:
The PALS offices are located in the main hospital reception at the Women's Hospital and just passed the Welcome Desk at the Children's Hospital, on your left as you come through the entrance.

Opening times:
We are open Monday to Friday from 9.00am to 5.00pm.