Make a complaint or give feedback on our services
At Close Farm Surgery, we welcome and value patient feedback to help us review and improve the service when things don't go quite right. There are different ways you can send us feedback or make a complaint. Please see the information below.
How to give patient feedback or make a complaint
You have a choice about how you would like to contact us to give feedback or make a complaint. You can....
- Contact the surgery directly by phone on 0117 9322108
- Complete this online form
- Fill out a comment card and post it in the box in the waiting area
- Email us at close.farm@nhs.net
If you are unhappy with our service, then it’s worthwhile talking about your concerns with us early on, at the time they arise, as we may be able to sort it quickly.
We also love to hear when things have gone well, or if there is a member of staff or clinician who has done a great job and deserves recognition.
What we will do
If you share a compliment or positive feedback we always celebrate it with the team and we aim to continue that great service.
When an issue or concern is raised, we will always try to resolve it as soon as possible and do all we can to help at the time you bring it to our attention.
If you decide to make a formal complaint, we will...
- Acknowledge your complaint in writing within 3 working days
- Investigate your complaint and provide you with a written response within 35 working days
- If for any reason we are unable to fully complete the investigation within 35 working days, we will keep you updated and write to you to let you know when we do expect to be able to provide the response to you
All issues raised in a complaint or feedback are used for us to reflect and improve our service wherever possible.
If you are making a complaint on behalf of another patient aged 13 and over
If you are making a complaint on behalf of another patient (even your own child if aged 13 or over), we will need to have the patient's authority in order to proceed. Please include their signed authority in writing along with your complaint.
If you would prefer to speak to someone outside our surgery
If you would prefer to speak to someone else outside of our surgery, or your complaint involves multiple healthcare providers, then you can contact the Integrated Care Board using the following details
Tel: 0117 900 2655 or 0800 073 0907 (freephone)
Email: bnssg.customerservice@nhs.net
Write to:
Customer Services Team
NHS Bristol, North Somerset and South Gloucestershire ICB
Floor 2, North Wing
100 Temple Street
Bristol
BS1 6AG
or use the online contact form on their website (link below)
Contact the Integrated Care Board - BNSSG Healthier Together
What if you are not satisfied with our response?
Most complaints or problems can be dealt with within our own practice complaints’ procedure to the satisfaction of both the practice and the complainant. We believe this will give the best chance of putting right whatever has gone wrong and an opportunity to improve our service. However, if after receiving our response you are not satisfied, you can contact the Parliamentary and Health Service Ombudsman in the following ways...
Write to -
Citygate
Mosley Street
Manchester
M2 3HQ
Phone -
0345 015 4033
Complete online complaints form and see further details on their website -
Complaining about NHS services
You can find more information about making a complaint about NHS services on the NHS website link below.
If you would like support to make a complaint
The Advocacy People can support you to make a complaint and get answers to your questions. They offer different levels of support and have self-help Factsheets that can guide you through making your own complaint, or one of their Independent Health Complaints Advocates can work with you from the beginning or at any stage.
For more information:
Call: 0330 440 9000
Web: www.theadvocacypeople.org.uk
Email: info@theadvocacypeople.org.uk
Write: PO Box 375, Hastings, East Sussex, TN34 9HU
Text: 80800 start message with PEOPLE