Feedback and Complaints

We welcome all comments on the services provided by the practice.

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion on how we can do things better to
improve our patients’ experiences.

There is the option of joining our Patient Participation Group (PPG) where you can attend and pass on your comments to be discussed during our next quarterly meeting amongst the group, management and GP partners.

We’d also like to hear from you if you are pleased with the service you’ve received.  We’ll let the staff involved know and share the good practice across our teams.

How to give feedback or make a complain

We want to provide safe, high-quality care and good experience for our patients. If something has gone wrong, telling us helps us put it right and learn from it.

You can use this process for concerns, comments or complaints about any part of our service.

Talk to us first (quick feedback)

If you’re unhappy with something, please speak to a member of staff as soon as you can.

Many problems can be sorted out quickly at the time.

You can also provide feedback:

Making a formal complaint

  • In person – speak to any member of staff1
  • By phone – ask to speak to the Practice Manager
  • In writing – letter or email (bswicb.heartofbath@nhs.net)
  • Online – via our website contact form (if available)
  • Complaints Manager – Sara Roper, Practice Manager
  • Address: Heart of Bath, Oldfield Surgery, 45 Upper Oldfield Park, Bath, BA2 3HT

You do not have to put your complaint in writing if you don’t wish to – we can write it down for you. You should normally complain within 12 months of the event, or of realising there is a problem.

What Happens Next

  • We will acknowledge your complaint within 3 working days.
  • We may contact your to agree what you want us to look into and how you’d like us to respond.
  • We will investigate what happened and aim to give you a full response within 28 working days (or agree a different timescale with you).
  • Our response will explain:
  • What we found
  • What we’re sorry about
  • What we are doing to put things right or stop it happening again

Making a complain will not affect your care or how we treat you.

If you prefer to Complain to the Commissioner

Instead of complaining to the Practice, you can complain to:

NHS Bath and North East Somerset, Swindon and Wiltshire Integrated Care Board (BSW ICB)

Details are on their website under “Compliments and Complaints”.

You can complain either to us or to the ICB about the same issue, but not both.

If you’re still Unhappy

If you are not satisfied after we have given our final response, you can ask the:

Parliamentary and Health Service Ombudsman (PHSO)

Website: www.ombudsman.org.uk

Tel: 0345 015 4033

The Ombudsman is independent of the NHS and looks at unresolved NHS Complaints in England.

If you need this information in another format (for example, large print, easy read or in another language), please advise our reception team and we will assist in this matter.

Complaints Procedure Patient Information