We are committed to providing high-quality services to all our patients. If you are unhappy with any aspect of the care or service you have received, please let us know - your feedback helps us improve.
You can raise a concern or complaint in several ways:
- Speak to a member of staff at the time about the issue
- Complete a complaint or feedback form via our website
- Collect a Complaints Form from the reception area
- Phone us on 0117 966 3149
- Email us at bnssg.bfpcomplaints@nhs.net
- Write to: The Practice Manager Denise Draper, Bedminster Family Practice, Regent Road, Bristol BS3 4AT
Please let us know as soon as possible - ideally within 12 months of the issue or when you became aware of it.
What Happens Next?
- We will acknowledge your complaint within 3 working days
- If appropriate, we will try and resolve the issue informally - for example, by phone or face-to-face discussion - within those 3 days
- If informal resolution is not possible or not appropriate, we will proceed with the formal complaints process
We will then:
- Investigate your complaint thoroughly and fairly
- Provide a written response - a) Administrative complaints - within 10 workings days b) Clinical complaints - within 30 working days . If we need more time, we will inform you and explain why
Our goal is to:
- Understand what happened
- Apologise where appropriate
- Make improvements to avoid recurrence
Complaints on behalf of someone else
If you are making a complaint for someone else, we need their written consent, unless they are unable to give it and you are legally authorised to act for them.
Need Help Making a Complaint?
You can contact the local NHS ICB Customer Service Team:
- Freephone: 0800 073 0907 or 0117 900 2655
- Email: bnssg.customerservice@nhs.net
- Website: https://bnssgccg.nhs.uk
- Write to: NHS BNSSG ICB, 360 Bristol, Marlborough Street, Bristol BS1 3NX
Still unhappy with the Outcome?
You can contact:
NHS England
Tel: 0300 311 22 33
Email: england.contactus@nhs.net (Subject: "For the attention of the complaints team")
Website: https://www.england.nhs.uk/contact-us/complaint
Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033
Web: https://www.ombudsman.org.uk
Privacy and Data
We keep records of complaints and our responses, which may be shared with regulators, insurers, or legal advisers. Please see our Privacy Notice (available online or at reception) for more details.
Staff Information
All staff must:
- Know how to direct patients to our complaints procedure
- Offer the leaflet or online form where appropriate
- Escalate issues promptly to the correct person