Sometimes, things may not go to plan and you may wish to get in contact and let us know what has gone wrong.
Making your complaint
In the first instance, please speak directly to a member of staff or the person in charge of the service if you feel comfortable to do so. Our staff are there to help, and will be happy to listen to your concerns and do everything they can do to resolve your concerns as quickly as possible.
You may wish to talk to somebody who has had no involvement in your care. If it is not possible or you do not feel comfortable speaking directly to the service then please contact our Patient Experience Team, on the below details:
Bristol Community Health,
Bristol, BS1 3NX
Tel: 0117 440 9180
Have someone make a complaint on your behalf
If you are anxious about making a complaint yourself, somebody can make a complaint on your behalf, for example a family member or friend. You will be asked to sign a consent form to give us permission to discuss your complaint with your family or friend.
When you make your complaint, please provide the following information
- Your name, contact number and address
- Who or what you are complaining about
- Include the name and job title of the staff members,
if you know them
- The outcome you would like from your complaint
- Any other information you feel is important
Further guides to making a complaint
- How to make a Complaint – Easy to read version
- Read our How are we doing?’ leaflet. Also available in Somali, Urdu, Punjabi, Romanian, and Polish.
- Video: How to make a complaint – Accessible version
In this short video with subtitles our Patient Experience Manager, Emily Ayling, will talk you through the process.
What happens next?
Once we have received your complaint we will send you an acknowledgment letter which will detail the next steps in investigating your complaint.
Please note we endeavour to respond to complaints within 40 working days.
What happens if you are unhappy with the outcome?
If you remain unhappy after your complaint has been fully investigated, and you have received a formal written response, you can contact the Parliamentary and Health Service Ombudsman (PHSO) who may agree to investigate your complaint further. This ombudsman is separate from the NHS and from the government, and can be contacted at:
The Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033 (open 8.30am to 5.30pm Monday to Friday)
You should contact the Health Service Ombudsman within six months of your final response letter.
For external support with your complaint
If you would like help or support to make your complaint, you can contact the Health Complaints Advocacy Service, which is provided by SEAP Advocacy. SEAP provide a free, impartial and confidential service, they can be contacted on 0330 440 9000 or by email to firstname.lastname@example.org you can view their website at www.seap.org.uk.
Duty of candour
Within our organisation, our staff comply fully with duty of candour, which outlines new rules around transparency and openness in NHS organisations if things go wrong with care or treatment. To find out more about it, read our duty of candour leaflet.