All our services work hard to provide a high standard of care, but sometimes things do go wrong. If you have concerns or are unhappy about any of our services, you have the right to complain and to have your complaint investigated.
All our services work hard to provide a high standard of care, but sometimes things do go wrong. In the first instance we would always suggest that you to raise concerns with a member of staff so that we can work with you to try to put things right as quickly as possible, so that the Trust can take learning from what has happened.
If you would like help and support to liaise with staff to resolve your concern in the here and now the PALS service are there to help you do this. Alternatively the PALS service can assist you with making a complaint and can guide you through the process.
You can make a complaint in the following ways:
In writing to:
The Complaints Department
Bath NHS House,
Newbridge Hill
Bath
BA1 3QE
Email: awp
Telephone: 01225 362900 or Freephone: 0800 073 1778
Opening hours: Monday - Friday 9am - 5pm (excluding bank holidays)
Telephone hours: 10am - 4pm
If you are a relative or carer for the person the complaint relates to it maybe that consent would be needed so that we can share information openly with you and for you to act on their behalf.
- A current or former service user
- A relative, carer of advocate on behalf of a service user if the service user has given consent
- Someone on behalf of the service user after they have died
- Someone on behalf of a service user who is a child or who is unable to complain themselves because of their mental or physical condition
- Relatives, friends or visitors about the service they themselves have received
A number of independent advocacy services are there it you want help or support in making your complaint. These are listed below by locality with contact details and how to access them.
- The Advocacy People (Bristol / North Somerset / Wiltshire)
Tel: 0330 440 9000
Email: info
Address: PO Box 375, Hastings, TN34 9HU
Text: 80800 using keyword PEOPLE followed by your message
- Swan Advocacy (South Gloucestershire)
Tel: 03333 447928
Email: reception
- VoiceAbility (Swindon)
Tel: 0300 303 1660
Email: helpline
- Pohwer (Bath and North East Somerset)
Tel: 0300 456 2370
Email: pohwer
If you are not happy with the response to your complaint, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review your case.
Tel: 0345 015 4033
Email: phso
Address:
Health Service Ombudsman
Millbank Tower
Millbank London
SW1P 4QP
NHS England has worked together with Speakup – an organisation who encourage people with autism and learning disablities to speak up for themselves about things that are important to them – on Ask Listen Do.
Ask Listen Do supports organisations like ours to learn from and improve the experiences of people with a learning disability, autism or both, their families and carers when giving us feedback, raising a concern or making a complaint.
It also makes it easier for people, their families or carers to give us feedback, raise concerns and complain.
You can find separate easy-read advice and forms to complete for feedback, concerns and complaints on the Speakup website or download them from the links below: