Time2Talk offer a customer service function for members of the public, local authorities, members of parliament or healthcare professionals working within the Black Country.
The team are contactable via post, email and telephone. Our telephone lines are manned between the hours of 9.00am to 5.00pm Monday to Friday, excluding bank holidays. If you call outside of these hours, you are encouraged to leave a voicemail, whereby a team member will return your call the next working day.
Compliments and concerns
The team can pass on any compliments to the relevant team or person. This information can help us, not only to learn from patients’ experiences, but to make improvements to local services.
The team will listen to concerns or complaints raised in confidence, provide information and advice to help offer a resolution and signpost to the right department where necessary.
How to make a complaint about GPs, dentists, opticians or pharmacy services
From 1 July 2023 you can contact the team to make a complaint about primary care services.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
Alternatively, you can complain to the healthcare provider: this is the organisation where you received the NHS service, for example your GP surgery or dental surgery.
If you have an ongoing complaint placed on or after 1 July 2022, you will receive a letter from NHS England informing you that the Black Country ICB is now handling your complaint, this will include confirmation of your case handler.
If you have an ongoing complaint placed before 1 July 2022, you will receive a letter from NHS England informing you that your complaint is being retained by NHS England, this will include confirmation of your case handler.
We can only look at complaints within 12 months of them happening.
You can make a complaint about something that has happened to you, or someone else, if you have their permission.
To make your complaint, you will need:
- Your name, address, telephone number and an email address (if available), and the same details if you are complaining on behalf of someone else.
- The date of birth and NHS number (if known), for the person the complaint relates to.
- Details about what happened and when.
- Details about where did this happen?
- A list of things that you are complaining about.
- Details about what changes are needed to improve experiences in the future.
- Contact you within three working days.
- Get permission to access the information relating to the complaint.
- Finalise the details and agree a time to respond to you.
|Contact details for other NHS organisations||Contact Details|
|NHS England commissions:
||You can contact the service directly, or
NHS England at firstname.lastname@example.org
0300 311 2233
|The Dudley Group NHS Foundation Trust:||Formal complaints email@example.com
Informal complaints firstname.lastname@example.org 01384 321035
|The Royal Wolverhampton NHS Trust||rwh-tr.
|Walsall Healthcare NHS Trust:||email@example.com
|Sandwell and West Birmingham NHS Trust:||swbh.
0121 507 6440/4080/5892
0121 507 6440/4080/5892
|Black Country Healthcare NHS Trust call:||Sed.
0800 587 7720
There are advocacy services that provide support to anyone who wishes to make a complaint about the NHS, free of charge. If you would like to be referred to an advocacy service to support you in making a complaint, please contact Time2Talk on 0300 0120 281, or via email firstname.lastname@example.org, who will signpost you to the appropriate advocacy service for your area.
If you are not happy with the outcome of your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO) free of charge. They can review the way in which your complaint has been handled, but you will need to contact the Ombudsman about your case within 12 months of the final local outcome of your complaint.
Have you recently contacted Time2Talk?
We would be grateful if you could complete a short online satisfaction survey to inform us of your experience whilst contacting the Time2Talk Team. By giving us this feedback, we can identify opportunities to improve our service.
Taking part in this survey is optional and what you tell us is confidential. Your answers will remain anonymous and will only be used for the purposes of improving services. Please do not include any personal data, that is data that identifies you or someone else, such as names, address, contact email or telephone numbers. Any personal details will be deleted from the survey responses.