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Complaints

It is the policy of the Surgery to give an effective, prompt and positive response to all complaints from patients and to ensure that such complaints assist the Practice to improve its services in the future.

Anyone wishing to make a complaint must do so within 12 months of an incident or of becoming aware of the matter complained about. A complainant can be the patient/person affected or someone can complain on behalf of a patient, with their written consent, or if the individual is physically or mentally incapable of making the complaint themselves.

Where a written complaint is received, or a verbal complaint is recorded for later attention, it will be dealt with as quickly and effectively as possible. All written complaints will be acknowledged within 3 working days and a prompt timescale will be agreed for a response.

If you are unhappy with our response, please contact NHS England (the body responsible for Primary Care)

NHS England
PO Box 16728
Redditch
P97 9PT

By telephone: 0300 311 2233
(lines are open Monday to Friday 8.00am – 6.00pm, excluding bank holidays)

For a full copy of our Complaints Procedure, please click here

Patient Advice and Liaison Service (PALS)

North Somerset Clinical Commissioning Group is responsible for commissioning hospital, mental health, community and GP out-of-hours services.

If you have a query, concern or compliment about these services, you’re welcome to contact our Patient Advice and Liaison Service (PALS) for free, confidential advice.

How to contact PALS

Phone: 0117 947 4477 or 0800 073 0907

Email: sarah.jenkins@swcsu.nhs.uk

Write to:
PALS
Suite 15, Corum 2
Corum Office Park
Crown Way
Warmley
South Gloucestershire
BS30 8FJ

Independent Health Complaints Advocacy Service (SEAP)

Will provide support or information to patients.  Help explore choices and potential outcomes, help write letters, phones calls etc. SEAP will also help GPs to give clear and realistic expectations, support at local resolution meetings.

Telephone 03304409000 or email infor@seap.org.uk or post SEAP, PO Box 375 Hastings, TN34 9HU

 

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