Tell Us What You Think

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Your experience is important to us

Our aim is to provide the best possible care and treatment for service users and, to help us do that, we welcome feedback from you, your family and carers.

The Service Experience Desk (SED) is the central point of contact for all concerns and enquiries, whether these are formal or informal, compliments, suggestions or complaint(s). We welcome any comments you may have and consider this to be a valuable source of information which we can use to help us provide the very best possible service.

Being a patient, relative or carer can be a difficult, confusing and stressful time and you may need to turn to someone for advice, help and guidance. Our Service Experience Desk is on hand to offer you this support.

Would you like to pass on a compliment about our services?

Receiving positive feedback when our staff have delivered a high standard of care enables us to thank those concerned, and share good practice with other colleagues.

To send in your compliments simply write to us via our Service Experience Desk or pass on your compliments to the relevant Service Manager or staff member directly.

Do you have a concern or complaint?

We recognise that we will not get things right all the time, so if you do have any concerns or complaints, it is important that you tell us about these straightaway so that we can take action to resolve issues quickly and improve the services we provide.

Complaints can either be made verbally to a member of staff or put in writing and in many cases, immediate action can be taken to resolve these concerns. If you do not feel able to discuss your issue directly with the staff concerned or the member of staff you speak to cannot help, you can contact the Service Experience Desk. They can discuss the situation with you and explain how your concerns or complaints will be taken forward.

Service Experience Desk (SED) Policy – Managing Complaints and Informal Enquiries

Do you need an advocate?

Advocacy is representing someone’s views and wishes, acting or speaking on someone’s behalf, supporting people to make informed choices: giving someone a voice.  If you have difficulty expressing your views or need help to use our services or to make a complaint, we can put you in touch with an advocate. Click here to see our advocacy services.

Do you need advice or guidance relating to the services we provide?

Our Service Experience Desk also provides confidential, on-the-spot advice and support in relation to the different services available from Dudley and Walsall Mental Health Trust. You can contact our Service Experience Desk via:

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Contact the Service Experience Desk

Post: Freepost RSRA-TLAX-ETUU
Service Experience Desk
Dudley and Walsall Mental Health
2nd Floor
Trafalgar House
Dudley
DY2 8PS

Tel: 0300 555 0535

E-mail: sed.dwmh@nhs.net

Online: Feedback form

NHS Choices – Giving feedback

NHS Choices is the UK’s largest health website providing a comprehensive health information service. The website gives you the ability to rate and comment on our services and voice your opinions about the care that you, a friend or family member received.

NHS Choices will alert us when a comment has been left on our profile and we will then be able to reply. To leave feedback on our services simply visit our page then use the ‘rate and comment’ option.