Complaints

Making a complaint

If you have any concerns regarding contact you have had with NHS Somerset or any other healthcare services in Somerset there are three options you can take to raise a formal complaint.

You can :

Write to the Chair using the address below or
Contact the Complaints Team by telephone or
Use the contact forms below

If you decide to contact the Complaints Team they will help you by talking through your concerns and discussing the options available to you. They will also give you information on how NHS Somerset investigates and responds to complaints.

Each health organisation is required by law to have its own nominated Local Counter Fraud Specialists (LCFS). If you wish to raise any concerns relating to fraud please visit www.tiaa.co.uk or phone the NHS Fraud Reporting Line on 0800 028 40 60.

To write to the Chair:

Please include your full name, address and daytime telephone number Please print and complete the consent form and send to us with your letter (Why do we need consent? See below) Please send all the information to:

Chair
Somerset Integrated Care Board (ICB)
Wynford House
Lufton Way
Yeovil
Somerset
BA22 8HR

To discuss your complaint by telephone:

Please call NHS Somerset headquarters on 01935 384000 and ask to be put through to the Complaints Team. Alternatively, you can contact the team directly on 08000 851067. A member of the Complaints Team will be able to offer advice and support. You will be able to tell us if you would prefer a written response, either by letter or email, or if you would prefer a response by telephone.

To email or write to the Complaints Team:

Please complete the complaints form and the consent form (attached below) and attach these to your email (as we need signature/s) Please save the forms to your computer when you download them.

Finally, email the completed forms to somicb.complaints@nhs.net. Alternatively, you can post the completed forms to:

FREEPOST RRKL-XKSC-ACSG
Complaints
NHS Somerset
Yeovil
BA22 8HR

What if your concern or complaint is about primary care?

If you prefer to complain directly to the commissioning organisation:

The way you make a complaint to the commissioning organisation changes from 1 July 2023.

If your complaint is about primary care services such as GPs, dentists, opticians or pharmacy services, you should now contact NHS Somerset ICB.

Please contact us on the following details:

Telephone: 08000 851 067

E-mail: somicb.pals@nhs.net

Writing to us at:

FREEPOST RRKL-XKSC-ACSG
PALS
NHS Somerset
Yeovil
BA22 8HR

Note: changes on 1 July 2023

From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing. Rather than contacting NHS England, complaints will be made to directly to the local integrated care board (ICB).

Members of the public will still be able to make a complaint to the provider. This is NOT changing.

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler. Find out more about how to feedback or make a complaint about an NHS service

Why do we need written consent to deal with the issue?

In order for a patient’s concerns to be investigated, NHS Somerset requires written consent from the patient. The reason for this request is to comply with the Data Protection Act 1998 and patient confidentiality guidelines. The main purpose of the Act is to respect and protect the individual’s rights, ensuring that any information about the person concerned is not disclosed without their written consent.

Watch the Parliamentary and Health Service Ombudsman video using British Sign Language giving tips on making a complaint to the NHS in England including where to get advice and support.

Other ways to provide feedback

Healthwatch Somerset is also available for you to provide feedback on health and care services. Healthwatch Somerset will make these views known to those involved in commissioning and those who provided the service. This is part of the Healthwatch commitment to improving local health and social care services.

To have your say or to find out more about Healthwatch Somerset:

Email: info@healthwatchsomerset.co.uk

Telephone: 01278 264405

Address: c/o Woodlands House, Woodlands Business Park, Bristol Road, BRIDGWATER TA6 4FJ