Suggestions, Concerns and Complaints Procedure

Who to talk to

Most issues can be dealt with quickly and easily. We encourage you to speak to whichever member of staff you are dealing with, when you are unhappy or concerned about something. Quite often, we can resolve the issue at that stage, and apologise if appropriate. If you are happy with the resolution, then nothing further needs to be done.

However, you may feel that you do need to make a formal complaint, in which case you may want to speak to our Complaints Manager, Jack Cowles. You can make a complaint verbally or in writing. We encourage you to put things in writing just so we can be sure we have properly understood you, but the choice is yours.

If you feel unable to complain to the practice direct, then you can contact your local ICB :

NHS Bristol, North Somerset and South Gloucestershire ICB

• Visit their website
• Telephone: 0800 073 090
• Postal address: Customer Services Team NHS Bristol, North Somerset and South Gloucestershire ICB South Plaza Marlborough Street Bristol BS1 3NX

You have 12 months from the incident that caused the problem to raise a complaint. In reality, the sooner you let us know about the problem, the better, because this will make it easier for us to find out what happened.

Complaint investigation

We will respond to your complaint within 3 working days. We will then investigate things carefully, and provide you with a detailed response as soon as we can. Each complaint is different but generally we hope to get the detailed response to you within 35 working days of your complaint.

If there are any delays, we will let you know, and explain what they are.

When we send you the detailed response, we will offer you the chance to meet with the members of staff concerned. Some patients find this helpful, although others do not – the choice is yours.

We will ensure that all complaints are investigated confidentially and that any documents are held separately from your healthcare record.

If the complaint is of a clinical nature, it will be discussed with any clinician cited in the complaint.

It should be noted that any staff who are being complained about can also take the case to the PHSO. An example may be that they are not satisfied with a response given on their behalf by the organisation or the commissioning body.

Complaints by other people on your behalf

If you prefer, you can ask someone else to complain on your behalf. However, to ensure your confidentiality, we will ask you to verify that you have consented to the other person representing you.

Parents or someone with parental responsibility will be able to make complaints on behalf of children. Equally, anyone with a valid power of attorney for health and welfare matters can make a complaint on behalf of the person who granted the power of attorney.

If you need help making a complaint

We will try to assist you, as we think that is important. If you would prefer some outside assistance, then you can contact

• POhWER support centre on 0300 456 2370 | website
• Advocacy People on 0330 440 9000 | website
• Age UK on 0800 055 6112 | website

Your local council can also give advice on local advocacy services

Further Action

We hope that you will be satisfied once we have dealt with your complaint here. However, that doesn’t always happen.

If you are dissatisfied with the outcome of your complaint from either the Integrated Care Board (ICB) or this organisation, then you can escalate your complaint to the Parliamentary and Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ.