Complaints policy

It is hoped that you will never feel it necessary to make a formal complaint about the operation of the Scheme as we pride ourselves with our customer liaison record. In the first instance, most problems should be able to be solved by the manager/trials co-ordinator.

Mrs Shafina Ali
Scheme Manager
CQAS Office 4
Clinical Laboratory Services
Queen Elizabeth Hospital Birmingham
Mindelsohn Way
Edgbaston
Birmingham B15 2WB
Email: Shafina.Ali@uhb.nhs.uk
Telephone: 00 44 (0)121 371 5975

If however, you are still not satisfied that the complaint has been resolved you should write to either of the following:

Dr Jonathan Wilde
Scheme Organiser
Office 9
Clinical Laboratory Services
Queen Elizabeth Hospital Birmingham  
Mindelsohn Way
Edgbaston
Birmingham B15 2WB
Email: Jonathan.Wilde@uhb.nhs.uk

or to

Dr Jim Murray
Deputy Scheme Organiser
Haematology Outpatients Department  
Queen Elizabeth Hospital 
Edgbaston
Birmingham B15 2TH
Email: Jim.Murray@uhb.nhs.uk

They will ensure that the complaint will be dealt with quickly. All complaints will be investigated and receive a full and positive response within 20 working days.

If, for any reason, you are not satisfied with the outcome, you can seek further clarification. As a next stage you can write to the Chairman of the Steering Committee or, as a last resort, to the Chairman of the National Quality Assurance Advisory Panel for Haematology (currently Dr P Carrington, Dept of Haematology, Trafford General Hospital).

We cannot envisage a circumstance where such drastic course of action would be necessary and pride ourselves on the ability to employ informal local resolution at the Scheme Manager or Scheme Organisers’ level.