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Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Greenway Community Practice.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the Complaints Manager, but please note that this may need to be a booked appointment.
You can raise a complaint with us in the following ways:
- Verbally by telephone: 0117 9598939
- In writing
- Make a complaint online
If for any reason you do not want to speak to a member of our staff, then you can request that Bristol, North Somerset and South Gloucestershire Integrated Care Board (ICB) investigates your complaint.
Make a complaint via Bristol, North Somerset and South Gloucestershire Integrated Care Board
We’d encourage you to think about whether a formal complaint is the best way to raise your concern. Complaints can take quite a bit of time for everyone involved and are dealt with separately from your usual clinical care. Often, having a more informal conversation can be a quicker and more helpful way to sort things out. If this doesn’t resolve your concern, you can still make a formal complaint afterwards if you feel it’s needed.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Complaints Manager will acknowledge your complaint within three business days.
We will aim to investigate and provide you with the findings as soon as we can, our aim is within 21 working days. We will provide you with updates on our response timescale. For complex complaints this may require longer than 21 days, we will keep you informed.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Advocacy support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
- Local Council can give advice on local advocacy services
- Other advocates and links can be found on this PHSO webpage
Further action
If you are dissatisfied with the outcome of your complaint from either this organisation or BNSSG ICB, then you can escalate your complaint to Public Service Ombudsman:
The Ombudsman is independent of government and the NHS.
Providing NHS Services
Greenway Community Practice
Greystoke Avenue
Southmead
Bristol
BS10 6AF
Telephone: 0117 959 8939