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 Integrated Care Boards 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 Integrated Care Board (ICB) or the outcomes of decisions, can either make a formal complaint:
Through their website : Making a complaint – NHS BNSSG ICB
By email: bnssg.customerservice@nhs.net
By telephone: Tel: 0117 900 2655 or 0800 073 0907 (freephone)
Write to:
Customer Services Team
NHS Bristol, North Somerset and South Gloucestershire ICB
Floor 2
North Wing
100 Temple Street
Bristol
BS1 6AG
Full information about the ICB complaint process is held on their website, as above.
The Bristol, North Somerset and South Gloucestershire Integrated Care Board (BNSSG ICB) 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 ICB 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: complaints@nbt.nhs.uk
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: pals@uhbristol.nhs.uk
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: england.contactus@nhs.net
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.