At University Hospitals Bristol NHS
Foundation Trust (UH Bristol) we're passionate about patient
experience - we want every one of our patients, together with their
relatives, carers and visitors, to receive the best possible
service when being treated at or visiting our hospitals.
Sometimes however, things don't go to
plan, and we want to assure you that whatever happens, we will
always do our best to put things right and, equally importantly,
try to stop it from happening again.
UH Bristol takes great pride in
delivering exceptional service. If your experience doesn't match
your expectations, please tell us about it.
We want all of our "customers" to be
happy, so whatever your concern is, please let us know about it. We
have a variety of ways in which you can contact us so you can use
the method that suits you best.
- By email: we have a dedicated email address to which you can
send your enquiries, concerns or complaints: firstname.lastname@example.org
- By telephone: please call 0117 342 1050 and speak to one of our
friendly and helpful staff. A voicemail service is available
outside of office hours and all calls are returned within a maximum
of two working days; with the majority returned on the same day
(with the exception of weekends and bank holidays)
- Drop-in: we provide a "drop-in" service where you can call into
our office and speak in person to one of the team. This service is
available from 9:00am until 4:00pm Monday to Thursday and from
9:00am until 3:30pm on Fridays.
- By post: your letter should be addressed to Robert Woolley,
Chief Executive, University Hospitals Bristol, Trust HQ, Upper
Maudlin Street, Bristol, BS1 3NU.
As well as managing complaints and
concerns, the team is able to offer non-clinical information and
advice; a contact point for patients who wish to provide a
compliment or general feedback; and support for patients and their
families/carers whilst they are at the hospital.
For further information about our service, please click on the
link for our Patient Support and Complaints Team leaflet which is
So that your feedback is dealt with
correctly, we have a simple two-stage process to ensure you receive
the best possible outcome.
If you have a concern about the care
that you are currently receiving, or wish to raise a concern on
behalf of a current patient (either an inpatient or outpatient), we
would recommend that in the first instance, you speak to a member
of staff in the hospital who is providing this care. This could be
a nurse or doctor or a non-clinical member of staff and they should
be able to resolve this directly with you or find someone to help
you. Our staff are trained to help patients resolve their concerns
there and then wherever possible and may be able to offer you a
quick and easy solution to your complaint.
If you feel that Stage 1 has not
adequately resolved your concerns or you wish to raise an issue
directly with the Patient Support and Complaints Team, they will be
happy to help you.
You can contact the team via one of
the methods described above and a named caseworker will be assigned
to you to advise you how best to proceed with your enquiry or
We will involve you and work with you
to achieve a satisfactory resolution; whether you are requesting
information, providing feedback, raising a concern or making a
If you are a relative or carer, it may
be necessary for us to know that the patient is happy for you to
act on their behalf, for example, if your enquiry relates to
confidential information about the patient's care or treatment. If
this is the case, you can either complete the consent form
here and send it to us, or the form can be requested by contacting
the department. If you are not sure whether a consent form will be
needed, please contact us and we will be happy to advise you.
Independent Advocacy Services
If you would like some help with your complaint prior to
submitting it to the Patient Support and Complaints Team, you can
contact The Care Forum about SEAP, the independent complaints
advocacy service. SEAP can help you by providing free,
independent and confidential support. SEAP cover Devon, Cornwall,
Dorset, Somerset, Avon, Gloucestershire and Wiltshire. Their
contact number is 0808 808 5252 or you can email
them at email@example.com
here for the Bristol and South Gloucestershire NHS
complaints advocacy service.
The role of the Parliamentary and Health Service Ombudsman
We will try our best to resolve your
concerns to your satisfaction. However, if you remain unhappy with
the response provided by UH Bristol, you have the option of asking
the PHSO to carry out an independent review of your complaint.
We will cooperate fully with any requests for information that
we receive about your complaint from the PHSO.