Compliments and complaints

NHS Bath and North East Somerset, Swindon and Wiltshire Clinical Commissioning Group (BSW CCG) is committed to providing the best possible service at all times.  We welcome your suggestions and feedback about our services and want to resolve any problems you may experience to help make local healthcare services more effective.


Pausing the NHS complaints process

Due to the ongoing COVID-19 pandemic, NHS England and NHS Improvement are supporting a system wide “pause” of the NHS complaints process which would allow all health care providers in all sectors to concentrate their efforts on the front-line duties and responsiveness to COVID-19.

This means that you can still raise a concern or make a complaint in the usual way, using the contact details below. We will continue to review and acknowledge all new complaints and will act upon any concerns about patient safety or safeguarding. However, all complaints once received and logged will remain open until further notice, unless an informal resolution can be achieved, or if you choose to withdraw your complaint.

If you have a new complaint, please contact us as follows:

For patients registered with a BANES or Wiltshire GP email the Complaints and PALS team at This email address is being protected from spambots. You need JavaScript enabled to view it. or call 0300 123 2103 or 0300 013 4762 for advice.

For patients registered with a Swindon GP email the Patient Advice and Complaints Team at This email address is being protected from spambots. You need JavaScript enabled to view it. or you can call on 0300 200 8844 for advice.

The CCG’s Compliments, Concerns and Complaints Policy provides details on how we will deal with complaints and concerns raised by members of the public and patients in usual circumstances. For those individuals who already have an open complaint with the CCG, we will endeavour to complete the investigation as soon as possible, but if it requires any clinical investigation or information from third party NHS organisations then this will also be paused until further notice.

Please note that as of 26 March 2020, the Parliamentary and Health Service Ombudsman has stopped accepting new NHS complaints and has stopped work on open cases.


Patient Advice and Liaison Service (PALS) 

You can ask for advice, information or talk to us about a concern. PALS is impartial and will work with you to try to resolve a difficulty or problem and can act on your behalf if you wish. We will discuss with you the best ways to resolve your concerns or problems and will agree with you what action to take for your individual circumstances. We can also signpost to other sources of help if needed. Your personal details remain confidential although information from PALS is used anonymously to help improve services. If you have received particularly good service from any health service provider or you have any comments or suggestions to make, please let us know. This information will help us to keep improving our services.

For enquiries, concerns, complaints or general feedback you can contact us by the following means:

BaNES and Wiltshire

If you are a patient registered with a BaNES or Wiltshire GP you can contact the Complaints and PALS service by email at This email address is being protected from spambots. You need JavaScript enabled to view it. or by phoning 0300 123 2103 or 0300 013 4762

You can also complete the relevant consent form using the links below (please do not complete these consent forms if you are registered with a Swindon GP):

Swindon

If you are a patient registered with a Swindon GP you can contact us by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. or by phoning 0300 200 8844

 

How to make a formal complaint about health services

Many complaints can be resolved quickly by discussing them directly with the person providing the service or the manager concerned.  However, if you do want to make a formal complaint, let us know as soon as possible, as there is a time limit of 12 months, although this can be waived depending on the circumstances.

 

Who can complain?

Anyone who is receiving, or has received, NHS treatment or services can complain, as can anyone affected by the outcome of actions. If you are unable to make a complaint yourself, then someone can act on your behalf with your written consent. Young persons (under age 18) are entitled to complain independently. The NHS cannot consider a complaint made on behalf of a young person unless they are sure that the young person is unable to complain themselves. 

 

What information will be needed to make my complaint?

  • Your name, address and contact telephone number and those of the person that you may be complaining for; including their date of birth and their NHS number
  • A summary of what has happened, giving dates where possible
  • Which organisation provided the care or service
  • A list of things that you are complaining about
  • What you would like to happen as a result of your complaint

 

What can I expect?

A member of the team will contact you and agree the best way forward for investigating your complaint, taking into account your desired outcome.  The issues will be fully investigated and you should then receive your response (which can be a written response or a meeting with relevant staff) within the agreed timescales.  Please do not worry about the service you receive in future being adversely affected because you have made a complaint. We take all comments seriously and only use the information to review our services and make improvements, where needed.

 

Independent Primary Care Contractors

If you have a comment or complaint about a GP, dentist, pharmacy or optician that cannot be resolved by the Practice Manager, they need to contact the NHS England at This email address is being protected from spambots. You need JavaScript enabled to view it. or by telephone on 0300 311 2233.

 

Health service ombudsman

We do our best to resolve your complaint however, if you feel that not all of the issue have been addressed, please let us know so that we can agree a way forward.  After this if we agree that local resolution has not been achieved and you remain unhappy with the outcome it can be.

 

Independent Health Complaints Advocacy (IHCA)

If you would like to receive independent advice from someone about the complaints process, you should contact the S.E.A.P Advocacy Service who offers help and support to those wishing to make a formal complaint about the NHS and can help you to write your letter of complaint and accompany you to any meetings.

In Bath and North East Somerset:
Phone: 0330 440 9000
Email:This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: http://www.seap.org.uk/local-authority/bath-north-east-somerset.html

In Wiltshire:
Phone: 0300 3435733
EmailThis email address is being protected from spambots. You need JavaScript enabled to view it.
Websitehttps://www.theadvocacypeople.org.uk/seap