Make a complaint

If you have a complaint or concern about the service, you have received from the

Doctors or any of the staff at the Health Centre please let us know.  We operate a practice complaints procedure in line with the NHS complaints legislation.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. We are happy to discuss any concern you may have and will endeavor to resolve them with you as quickly and amicably as possible.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. We are happy to discuss any concern you may have and will endeavor to resolve them with you as quickly and amicably as possible.

 To raise a concern please ask for Mrs Kirstie Dunning Patient Liaison, in the first instance. Kirstie will make sure that your concerns are dealt with promptly and if required Kirstie will investigate further and contact you with the outcome within 10 working days.

If your problem cannot be sorted out in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible, ideally within a few days of the incident to enable us to establish what happened more easily.

Mrs Susan Bryan, Practice Manager will be happy to help you and make sure your concerns are resolved.

A complaint can be made verbally or in writing if you wish to raise a complaint further the preferred route is by letter or by email, please address to Mrs Susan Bryan Practice Manager or any of our Doctor team.

Email address-: bnssg.severnview.reception@nhs.net

Alternatively, you may wish to ask for a Telephone call or an appointment to discuss your concerns. Telephone 01454 412599 and leave your contact details Mrs Bryan will endeavor to return your call as soon as possible.

We will acknowledge your complaint within 3 working days. We aim to investigateyour complaint and provide you with the findings as soon as we can, we will provide regular updates regarding the investigation and agree an action plan with the complainant.

When we investigate your complaint, we aim to:

• Find out what happened and what went wrong.
• Make it possible for you to discuss the problem with those concerned if you would like this.

• Make sure you receive an apology where this is appropriate.
• Identify what we can do to make sure the problem does not happen again.
• Provide you with a written reply within 35 working days.

You, or your representative, should complain within 12 months of the event(s) concerned, or within 12 months of becoming aware that you have something to complain about. Primary care practitioners have discretion to waive this time limit if there are good reasons to do so.

Severn view Family Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.

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

 If you are complaining on behalf of someone else, we must know that you have their

permission to do so. We keep strictly to the rules of medical confidentiality. A patient consent form signed by the person concerned will be required unless they are incapable (because of illness) of providing this.

Severn view Family Practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint within 35 working days (6 weeks).

Most complaints can be resolved at a local level, if for any reason you do not want to speak to a member of our team, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf. A complaint can be made verbally or in writing.

The ICB contact details are

o Post: BNSSG Customer Services Team, NHS Bristol, North Somerset and South Gloucestershire ICB, Floor 2 North Wing, 100 Temple Street, Bristol, BS1 6AG

Telephone: Freephone 0800 073 0907 or 0117 900 2655    

Email: bnssg.customerservice@nhs.net     

ICB Website:www.bnssg.icb.nhs.uk

You also have the option within the NHS complaints process to ask the Parliamentary and Health Service Ombudsman review the complaint.

The Health Service Ombudsman is an independent body established to provide a free service to the public by undertaking independent investigations into complaints that public bodies, have not acted properly or fairly, or have provided a poor service. The Health Service Ombudsman’s contact details are as follows:

• Post: The Parliamentary & Health Service Ombudsman,
• Citygate Mosley Street, Manchester M2 3HQ
• Telephone: on 0345 015 4033
• Ombudsman website-www.ombudsman.org.uk

North Bristol NHS Trust

Cossham and Southmead Hospitals

 Advice & Complaints Team (ACT), Beaufort House, Beaufort Way, Southmead Hospital,    Southmead, Bristol BS10 5NB

 Telephone: 0117 414 4569 (PALS Team)        Telephone: 0117 414 4567

 Email: complaints@nbt.nhs.uk                       

  NBT Website-

University Hospitals Bristol NHS Foundation Trust

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:

 Post: University Hospitals Bristol NHS Foundation Trust, Patient Support and

Complaints Team, A201, Welcome Centre, Bristol Royal Infirmary, Upper Maudlin

Street, Bristol, BS2 8HW

 Telephone: 0117 342 1050                                         

 Email: PALSandComplaints@ubht.nhs.uk

AWP Mental Health Services

 Freephone: 0800 073 1778           Email: awp.pals@nhs.net   

Sirona Care & Health

 Post: Customer Care Service, Sirona care & health, Badminton Rd Office,2nd Floor, Badminton Road, Yate, BS37 5AF

 Telephone: 0300 124 5400                            

 Email: sirona.experienceandcomplaints@nhs.net