Complaints and compliments

If you have a complaint or a compliment that you would like to inform us of, please write to James Burns, Operations Manager at the surgery. We welcome all feedback as it helps us understand the needs of our patients and how we can provide high quality healthcare to the people who rely on us.

The way the NHS is run has changed.  The primary care trusts that used to have responsibility for all of an area’s healthcare needs have been disbanded.  The responsibility has been split between Clinical Commissioning Groups and NHS England.  This means that there are different organisations to complain to or raise concerns with depending on what service you have a problem with.

People with complaints or concerns about the decision making processes used by the local Clinical Commissioning Group or the outcomes of decisions, can either make a formal complaint to:

Kathryn Tucker
Complaints & FOI Manager
Bristol Clinical Commissioning Group
South Plaza, Marlborough Street
Bristol, BS1 3NX
Tel: 0117 900 2494
[email protected] or [email protected]

Or contact the Patient Advice and Liaison Service (PALS):
Sarah Jenkins
PALS, Suite 15, Corum 2
Corum Business Park
Warmley, BS30 8FJ
Tel: 0117 947 4477 or 0800 073 0907
[email protected]

The Bristol Clinical Commissioning Group (CCG) has responsibility for commissioning hospital, mental health, community and GP out of hours services.  People with complaints or concerns about hospital care, etc. can contact either the CCG via Kat Tucker or Sarah Jenkins as above or the individual hospital:

North Bristol NHS Trust: Frenchay, Cossham and Southmead Hospitals
Advice & Complaints Team (ACT)
Beaufort House, Beaufort Way,
Southmead Hospital, Southmead,
Bristol, BS10 5NB
Tel: 0117 323 3741
Fax: 0117 323 6561
Email: [email protected]

University Hospitals Bristol: Bristol Eye Hospital, Bristol Royal Infirmary, Bristol Dental Hospital, Bristol Royal Hospital for Children, St Michael’s Hospital, Bristol Haematology and Oncology Centre, Bristol Heart Institute, South Bristol Community Hospital, Bristol Homeopathic Hospital, Bristol Sexual Health Centre:

Patient Support & Complaints Team
Trust Headquarters
University Hospitals Bristol
Marlborough Street
Bristol, BS1 3NU
Tel: 0117 342 3604
Email: [email protected]

NHS England has responsibility for primary care in Bristol; GP practices, dental practices, opticians and pharmacies.  People with complaints or concerns about a GP practice, dental practice, optometry practice (optician) or pharmacy will need to contact either the individual practice or the NHS England Customer Contact Centre:

NHS England
PO Box 16728
Redditch, B97 9PT
Email: [email protected]
Tel: 0300 311 2233

In all complaints, the second stage of the NHS complaints process remains to ask the Parliamentary and Health Service Ombudsman to review the complaint.

Advocacy is commissioned by the council from HealthWatch Bristol.  They can offer different levels of support from self-advocacy through to trained volunteer advocates and professional advocacy.  They support patients to look at different options and possible outcomes so they can make informed choices about what action they can take. They can be contacted on 0808 808 5252.