Our complaints process

We have just published our Pharmaceutical Needs Assessment report, which contains what people have told us about using pharmacy services and the Pharmacy First programme.

During a general outreach session at Walsall Manor Hospital, we noted a significant queue extending from the phlebotomy department into the main Hospital corridor. Causing access issues to other departments and a potential safety risk. We spoke to two members of Hospital staff who informed us that a large number of unexpected 'walk-in' patients had arrived without appointments, contributing to the congestion. As a result, the department experienced increased pressure, prompting the redeployment of clinical staff and phlebotomists from other Hospital wards to support the service at 002.

We were advised that this is a recurring issue which frequently results in significant delays for patients with pre-booked appointments, including individuals undergoing treatment for cancer. In response to these concerns, we decided to explore this theme further by engaging with patients attending the department. This exploratory work was carried out with the valuable support of three Walsall College students currently undertaking work placements with Healthwatch Walsall.