Comments, Suggestions and Complaints

Making complaints or raising concerns about NHS services in Bristol

The way the NHS is run has changed. The primary care trusts 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 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.

People with complaints or concerns about the decision making processes used by the local Clinical Commissioning Group or the outcomes of decisions, can either make a formal complaint to:

Or can contact the Patient Advice and Liaison Service (PALS)

The Bristol Clinical Commissioning Group (CCG) has responsibility for commissioning hospital, mental health, community and GP out of hours services.  People with complaints or concerns about hospital care etc can contact either the CCG via Kat Tucker or Sarah Jenkins as above or the individual hospital:

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

University Hospitals Bristol: 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:

  • By phone on 0117 342 3604
  • By post to Patient Support & Complaints Team, Trust Headquarters, University Hospitals Bristol, Marlborough Street, Bristol, BS1 3NU
  • By email: pals@uhbristol.nhs.uk

NHS England has responsibility for primary care in Bristol; GP practices, dental practices, opticians and pharmacies.  People with complaints or concerns about a GP practice, dental practice, optometry practice (optician) or pharmacy will need to contact either the individual practice or the NHS England Customer Contact Centre:

In all complaints, the second stage of the NHS complaints process remains to ask the Parliamentary and Health Service Ombudsman to review the complaint.

Advocacy is commissioned by the council from HealthWatch Bristol. They can offer different levels of support from self-advocacy through to trained volunteer advocates and professional advocacy. They support patients to look at different options and possible outcomes so they can make informed choices about what action they can take. They can be contacted on 0808 808 5252.

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