The Old School Surgery

Manor Road, Fishponds, Bristol BS16 2JD
Tel: 0117 965 3102 Fax: 0117 958 4876

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:

Kat 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:

  • Tel: 0117 342 3604
  • Post: Patient Support & Complaints Team
    Trust Headquarters
    University Hospitals Bristol
    Marlborough Street
    Bristol, BS1 3NU
  • 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:

  • Tel: 0300 311 22 33
  • Post: NHS England
    PO Box 16728
    Redditch
    B97 9PT
  • Email: [email protected]·

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.