Comments & Complaints

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this Practice, please let us know.  We operate a Practice complaints’ procedure as part of an NHS complaints system, which meets national criteria.

Covid-19: As you are undoubtedly aware, we are currently in the grips of the Coronavirus pandemic. This has resulted in an unprecedented strain on our healthcare system. As we all work hard to tackle this crisis, significant changes to how we and the wider NHS work have had to occur. This may mean that we manage certain things differently to how we would in normal circumstances with the goal of still providing a high standard of care, but whilst also managing the risks associated with COVID-19. Further to this, many “routine” and “day to day” processes have had to be postponed.

We are sorry that despite this, you do not feel we have met with the high standard expected and deserved as a patient of Pembroke Road Surgery. We would like to reassure you that your complaint will be treated as seriously as always and subject to our usual complaints procedure as outlined below. Any urgent medical need will be addressed and your ongoing care at the surgery will not be affected in anyway. However, given the unprecedented demand on our service currently, a delay to our usual response times may be incurred.

We do hope you understand and can bear with us during this challenging time.

How to complain

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.

If you would like to speak with us informally about any concerns, comments or suggestions you have, please ask to speak with a member of the management team. If you wish to make a formal complaint, please do so as soon as possible - ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible, your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager, Heather Carrigan. You can use the downloadable form by clicking on the link here, if you prefer.  If you would like to talk through your complaint before submitting it, please ring and ask to speak with Heather. She is happy to talk with you in confidence and will make sure that we deal with your concerns promptly and in the correct way.

Complaining on behalf of someone else

Please note that we keep strict rules about confidentiality. If you are complaining on behalf of someone else, we must know that they have given you permission to do so and are happy for you to learn details of their medical history, if appropriate. We have a form for them to fill in, so please ask for it if you need it. It can also be downloaded by clicking on the link here. We recognise that under some circumstances (most obviously because of medical problems) some patients will not be able to sign such a form, and we shall then try to decide what is in their best interests.

 If you need help making a complaint

We are happy to help you, as we see this as an important part of the service that we offer.  However if you feel you would like help from an outside organisation, there are free services set up by the NHS to help you:

HealthWatch Bristol provides advocacy services, as well as support for patients wishing to complain about health and social care services. Their contact details are: tel: 0117 269 0400; e-mail:www.healthwatchbristol.co.uk, or post at: Healthwatch Bristol, The Care Forum, The Vassall Centre, Gill Avenue, Bristol BS16 2QQ.

Independent Health Complaints Advocacy, which offers independent free confidential help and support to make a complaint.  You can contact NHS Health Complaints on: tel: 0330 440 9002.

NHS Commission Board; it deals with complaints concerning GP practices. Complaints should be made in writing via: England.contactus@nhs.net or NHS England, PO Box 16738, Redditch, B97 9PT

What we will do

We look to settle complaints as soon as possible.  We will acknowledge receipt within 3 working days and this will include how the complaint will be handled and the timescale. We will keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigations are complete your complaint will be determined and a final response sent to you.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Taking a complaint further

We do hope that your complaint or concerns will have been satisfactorily dealt with via our in-house complaints procedure. However, if you remain dissatisfied with the result of our investigation or response, you may wish to contact the Customer Contact Centre of NHS England. Their contact details are: e-mail:nhscommissioningboard@hscic.gov.uk; post: NHS Commissioning Board, PO Box 16728, Redditch, B97 9PT; tel: 0300 311 22 33

In all complaints, the second stage of the NHS complaints process remains to ask the Parliamentary and Health Service Ombudsman to review the complaint, which is an independent body established to provide a service to the public by undertaking independent investigations into complaints. Their contact details are: tel: 0345 015 4033; post: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP; e-mail: phso.enquiries@ombudsman.org.uk

 Our review

We are also required by the NHS each year to review all the complaints we have received.  We compile a report summarising the complaints and send the NHS a copy of the report.

Making a complaint or raising concerns about NHS services in Bristol

The way the NHS is run has changed.  The Primary Care Trusts (PCTs) 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 (CCGs) 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.

Bristol, North Somerset and South Gloucestershire Clinical Commissioning Group (CCG) is committed to ensuring that services in the local area meet and exceed the expectations of our population. Your feedback is therefore very important and we strongly encourage you to share your experience with us so we can use it to help maintain, improve or if necessary, change the services we commission.

If you have a compliment, concern, complaint or would simply like some free and confidential advice in relation to a healthcare service you have received, please contact the Customer Services Team who will be happy to help you. 

The team can be contacted by completing our online contact form, or by using the following contact details:

Tel: 0117 900 2655 or 0800 073 0907 

Email: bnssg.customerservice@nhs.net

Write to:
Customer Services Team
NHS Bristol, North Somerset and South Gloucestershire CCG
South Plaza,
Marlborough Street,
Bristol,
BS1 3NX

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