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Patient support and complaints

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: psct@uhbristol.nhs.uk 
  • 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. Our office is based inside the welcome centre inside the Bristol Royal Infirmary. 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 available in:

So that your feedback is dealt with correctly, we have a simple two-stage process to ensure you receive the best possible outcome.

Stage 1

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.

Stage 2

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 complaint.

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 complaint.

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  nhscomplaints@thecareforum.org.uk

Please see here for the Bristol and South Gloucestershire NHS complaints advocacy service. 

The role of the Parliamentary and Health Service Ombudsman (PHSO)

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.

 

Quarterly Complaints Reports

Click here to read the Trust's complaints report for the period January-March 2014

Click here to read the Trust's complaints report for the period April-June 2014

Click here to read the Trust's complaints report for the period July - September 2014

Click here to read the Trust's complaints report for the period October - December 2014

Click here to read the Trust's complaints report for the period January - March 2015

Click here to read the Trust's complaints report for the period April - June 2015

Click here to read the Trust's complaints report for the period July - September 2015

Click here to read the Trust's complaints report for the period October - December 2015

Click here to read the Trust's complaints report for the period January - March 2016

Click here to read the Trust's complaints report for the period April - June 2016

Click here to read the Trust's complaints report for the period July - September 2016

Click here to read the Trust's complaints report for the period October - December 2016

Click here to read the Trust's complaints report for the period January - March 2017

Click here to read the Trust's complaint report for the period April -June 2017.

Annual Complaints Reports

Click here to read the Trust's Annual Complaints Report for 2013/14

Click here to read the Trust's Annual Complaints Report for 2014/15

Click here to read the Trust's Annual Complaints Report for 2015/16

Click here to read the Trust's Annual Complaints Report for 2016/17