Making complaints or raising concerns about NHS services in Bristol
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 make a formal complaint to the Patient Advice and Liaison Service (PALS):
- Sarah Jenkins
Suite 15, Corum 2
Corum Business Park
Tel: 0117 947 4477 or 0800 073 0907
Or general complaints can be put through to our practice by letter or by completing a complaints form. These can then be handed in at reception or posted to your surgery addressed to “The Practice Manager”.
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)
- Tel: 0117 323 3741
Fax: 0117 323 6561
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:
- By phone on 0117 342 3604
- By post to Patient Support & Complaints Team, Trust Headquarters, University Hospitals Bristol, Marlborough Street, Bristol, BS1 3NU
- By email: email@example.com
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
- Email: firstname.lastname@example.org
- Post: NHS England PO Box 16728 Redditch B97 9PT
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.