Feedback and Complaints

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this Practice, please let us know. We operate a Practice Complaints Procedure in line with the NHS complaint criteria.

We aim to provide the highest standard of care for people using our services. If you have a complaint of concern about the service you have received from the doctors or any of the staff working in this Practice, please let us know.

We encourage complainants to speak openly and freely about their concerns, we would like to reassure you that you will not be discriminated against for making a complaint against the Practice.

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible.  Alternatively, ask to speak to the Practice Manager who is the complaints manager but note this may need to be a booked appointment.

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint.

They will contact us on your behalf:

NHS Bath and North East Somerset, Swindon and Wiltshire ICB

Jenner House

Avon Way

Langley Park

Chippenham

SN15 1GG

Website address: 

bsw.icb.nhs.uk/contact-us/compliments-and-complaints/

Email:                   scwcsu.palscomplaints@nhs.net 

Telephone:           

0300 561 0250

A complaint can be made verbally or in writing.  A complaints form is available from reception.

The time constraint on bringing a complaint is

• 12 months from the occurrence giving rise to the complaint,
• or 12 months from the time you become aware of the matter about which you wish to complain.

The Practice Manager will respond to within three business days to acknowledge your complaint and aim to have investigated your complaint within a maximum of 30 days of the date when you raised it with us. If we are unable to meet our timescale, we will keep you update with our progress. The final response letter will include details of the result of your complaint and your right to refer the We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

If you have a complaint about another service provider (for example a hospital or community service) then please contact that provider directly.

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.

We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception.

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

If you feel you need help to raise a complaint, please contact:If you need help to make ay wish to contact;

• POhWER support centre can be contacted via 0300 456 2370
• Advocacy People gives advocacy support on 0330 440 9000
• Age UK on 0800 055 6112
• The Local Council can give advice on local advocacy services
• Other advocates and links can be found on this PHSO webpage

If you are dissatisfied with the outcome of your complaint from either Integrated Care Board (ICB) or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Milbank Tower, Milbank

LONDON

SW1P 4QP

Citygate, Mosley Street

MANCHESTER

M2 3HQ

Tel: 0345 015 4033