We hope that you are pleased with the service you have received and that you never have reason to feel concerned about our services. However, if you do have an issue, the best thing to do is speak with a senior member of the team, either the Senior Nurse in charge or the Matron on duty. If you do this as soon as possible we can hopefully resolve the matter immediately. We understand that you may not feel comfortable doing this, or it may not be the right time. In which case, please contact the Patient Experience Team.
A concern
You may not wish to raise a complaint but would like us to be aware of an issue and try to make it right. In this case, our Patient Advice and Liaison Service (PALS) will deal with your concerns and try to resolve these for you as quickly as possible.
To raise a concern, you can:
• Complete the form selecting ‘raising a concern’
• Pop in to see the PALS team in the PALS office (Frome Room), Monday to Friday from 09:00 to 12:30, Gate 18, Brunel building, Southmead Hospital – outside of these hours please call and leave a message or email us and we will contact you within two working days.
• Email pals@nbt.nhs.uk
• Call 0117 414 4569
A complaint
If you are unhappy with the treatment or service you have received and you would like this to be formally investigated and responded to, you have the right to make a complaint. Making a complaint helps us to see where we can improve and make positive changes.
Please note the complaints process takes around 35 working days.
To make a formal complaint you can:
• Complete the form selecting ‘making a complaint’
• Email complaints@nbt.nhs.uk
• Call 0117 414 4567
• Write to:
Complaints Team,
Beaufort House,
Southmead Hospital
Bristol
BS10 5NB
Healthwatch
Healthwatch Bristol, North Somerset & South Gloucestershire is your local, independent health and social care champion. If you use GPs and hospitals, dentists, pharmacies, care homes or other support services, they want to hear about your experiences.
Healthwatch has the power to make sure NHS leaders and other decision makers listen to your feedback and improve standards of care. They also help people find reliable and trustworthy information and advice. Share your views by completing a feedback form based on the area you live in. Healthwatch collect demographic information but your personal details will never be passed on to any service without your consent.
www.healthwatchbristol.co.uk/share-your-views
Contact the Patient Experience Team
Concerns
Patient Advice and Liaison Service (PALS)
pals@nbt.nhs.uk
0117 414 4569
Complaints
The Complaints Team
complaints@nbt.nhs.uk
0117 414 4567