How to Raise a Concern or a Complaint

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 Oak Room, The Sanctuary, Gate D just off the main hospital atrium.
• 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 or 0117 414 3669
• Write to:
Complaints Team,
Beaufort House,
Southmead Hospital
Bristol
BS10 5NB

Please refer to this leaflet for information on how your complaint/concern will be managed, download: