Make a complaint
At Mendip Vale Bristol, we value patient feedback to help us review and improve the services we offer.
There are different ways you can send us feedback. Find more information about giving feedback or making a complaint below.
How to give patient feedback
You can give patient feedback by completing our online form.
You can also give feedback by contacting the surgery directly or by completing one of our comment cards at the surgery.
You can send your formal complaints to the surgery either by email or by letter.
Once your complaint is received, we will acknowledge it within three working days. This ensures that your concerns are formally recorded, and we can begin the process of investigating and responding appropriately.
For more information regarding our complaints procedure, please read our Complaints leaflet.
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How to make a complaint about an NHS service
If you wish to make a complaint about NHS services, you can find more information on how to do so by visiting the NHS website. The site provides detailed guidance on the complaints process, including who to contact, what to include in your complaint, and the expected timeline for a response.
BSL Video link: Tips on making a complaint to the NHS in England – YouTube
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How the Integrated Care Board (ICB) Can Help
Bristol, North Somerset and South Gloucestershire ICB has responsibility to commission the best possible health treatment and care for the local population.
You can help improve the quality of services by sharing your experience with the BNSSG Customer Services Team. They can advise and help you with a variety of enquiries including general queries, compliments, concerns, and complaints.
The service is confidential and your feedback will not affect your treatment in any way.
Services the ICB Commissions for You
- Urgent and Emergency Care
- Planned (elective) hospital care, such as operations and treatments
- Community health services
- Rehabilitation for those recovering from operations and certain conditions
- Maternity and newborn services (excluding neonatal intensive care)
- Infertility services
- Children and young people’s health services
- Mental health services
- Continuing health care for people with on-going health needs, such as nursing care
If you do not feel you can talk about your problem with Mendip Vale, please contact the BNSSG ICB Customer Services for advice and help on how to move forward with your concerns using the details below.
Tel: 0800 0730907
Email: bnssg.customerservice@nhs.net
Post: NHS Bristol, North Somerset and South Gloucestershire ICB, Floor 2 North Wing, 100 Temple Street, Bristol, BS1 6AG
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Not Happy About Your Outcome?
You do have the right to have your case reviewed by the Parliamentary Health Service Ombudsman if you remain dissatisfied with the way your complaint has been handled. The Ombudsman can carry out independent investigations into complaints about poor treatment, or service provided through the NHS in England. These services are free.
Write to: Citygate, Mosley Street, Manchester, M2 3HQ
Website: www.ombudsman.org.uk
Contact: 0345 015 4033