Suggestions & Complaints

How to make a complaint

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a cause for complaint. If this is the case we would like to be made aware of the problem so that the matter can be discussed and resolved as quickly and as amicably as possible, often at the time it arises and the with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint please let us know as soon as possible.

Please click on the icons below for a copy of our Patient Complaints Leaflet and Complaints Form.

Alternately please write to our Management Partner Kath Payne and she will endeavour to contact you within three working days. A response, following investigation of the complaint, will be sent to you within ten working days.

 

Making complaints or raising concerns about NHS services in Bristol, North Somerset and South Gloucestershire

 

Bristol, North Somerset and South Gloucestershire Clinical Commissioning Group (BNSSG CCG) and NHS England have responsibility for commissioning (planning and paying for) the healthcare of the local population.  This means that depending on which service you are unhappy with, there are different organisations to address your complaints and concerns to.

NHS England has responsibility for primary care in North Somerset; GP practices, dental practices, opticians and pharmacies.  If you have a complaint or concerns about a GP practice, dental practice, optometry practice (optician) or pharmacy you need to contact either the individual practice or the NHS England Customer Contact Centre:

Portishead Medical Group:

Post: Mrs Kath Payne, Portishead Medical Group, Victoria Square, Portishead, BS20 6AQ

Telephone: 01275 841630

Email: pmg.contact@nhs.net

or

NHS England:

Post: NHS England, PO Box 16738, Redditch, B97 9PT

Telephone: 0300 311 22 33

Email: england.contactus@nhs.net

 

BNSSG CCG has responsibility for commissioning hospital, mental health, community, ambulance and GP out of hours services

People with a formal complaint about these services, the decision making processes used by BNSSG CCG or the outcomes of decisions, can also make a formal complaint to:can contact the CCG or the individual service provider (hospital etc):

Contact details for BNSSG CCG are on their website  https://bnssgccg.nhs.uk/contact-us/customer-services/

The Patient Advice and Liaison Service (PALS) can also raise issues to the service providers (hospitals etc) on your behalf or alternatively provide contact details of the service providers if you would prefer to communicate to them directly.

PALS, Suite 15, Corum 2, Corum Office Park, Crown Way, Warmley, BS30 8FJ

Telephone: 0117 947 4477 or 0800 073 0907

Email: bnssg.pals@nhs.net

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

The Ombudsman will not investigate your complaint if you have not already complained to either the service provider (GP, hospital, mental health trust etc) or the commissioner (North Somerset CCG) first.