If you are dissatisfied with your experience at Nightingale Valley Practice, you can tell us by offering feedback or submitting a complaint. Both forms are located to the right of this page and you can also submit in writing and give it to a receptionist at the surgery.

If you submit a complaint, you will receive acknowledgement of receipt of the complaint within three working days. We will then investigate the complaint before responding to your concerns fully, usually within 10 working days however, this can take up to 35 working days.

As part of our investigations, we need to speak to staff involved. Delays can arise if the staff member has left us, are on annual leave or are sick. If we have still not resolved the concern after working day 35, you will receive an update every 10 working days informing you what is happening.

If you are dissatisfied with our response, you can escalate the complaint to the Health and Parliamentary Ombudsman. Please see the section ‘unresolved complaints’ for further information under our policies.

If you require support in filling out the form by way of a translator, please discuss with a Receptionist as we use a service called ‘Language Line’ to assist with such matters.

• Feedback Form
• Complaints Form

How to complain to the NHS – NHS (www.nhs.uk)

BSL Video link: Tips on making a complaint to the NHS in England – YouTube

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 Montpelier Health, 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

North Bristol NHS Trust: Cossham and Southmead Hospital
Advice & Complaints Team (ACT)
Beaufort House, Beaufort Way, Southmead Hospital, Bristol, BS10 5NB
Tel: 0117 323 3741
Fax: 0117 323 6561
Email: complaints@nbt.nhs.uk

You may not wish to raise a complaint but would like us to be aware of an issue and try to make it right. In this case, NBT’s Patient Advice and Liaison Service (PALS) will deal with your concerns and try to resolve these for you as quickly as possible.
To raise a concern you can:
• Complete the form selecting ‘raising a concern’
• Pop in to see the PALS team in the PALS office (Frome Room), Monday to Friday from 9am to 4pm, Gate 18, Brunel building, Southmead Hospital
• Email pals@nbt.nhs.uk
• Call 0117 414 4569

University Hospitals Bristol: Bristol Eye Hospital, Bristol Royal Infirmary, Bristol Dental Hospital, Bristol Royal Hospital for Children, St Michael’s Hospital, Bristol Haematology and Oncology Centre, Bristol Heart Institute, South Bristol Community Hospital, Bristol Homeopathic Hospital, Bristol Sexual Health Centre.  The Patient Advice and Liaison Service (PALS) and Complaints Team is in place resolve any concerns, queries or questions that patients, their families or members of the public raise with us about the Trust.

Tel: 0117 342 1050
Email: PALSandComplaints@uhbw.nhs.uk
Post: University Hospitals Bristol and Weston NHS Foundation Trust, PALS and Complaints Team, A201, Welcome Centre, Bristol Royal Infirmary, Upper Maudlin Street, Bristol, BS2 8HW

For further information about their service, please click on the link for the PALS and Complaints Team leaflet which is available in:

• English
• Chinese
• Bengali
• Romanian
• Bulgarian
• Polish
• Somali
• Urdu
• Easy read format

The PALS and Complaints Team leaflet is also available in other languages/formats on request.

How to complain to the NHS – NHS (www.nhs.uk)

Unresolved Complaints

In all complaints, the final stage for unresolved complaints is to ask the Parliamentary and Health Service Ombudsman to review the complaint.  You can call them on 0345 015 4033, or Text ‘call back’ with your name and mobile number to 07624 813 005 and they will get back to you.

Advocacy is commissioned by the council from ‘The Advocacy People’. They can offer different levels of support from self-advocacy through to trained volunteer advocates and professional advocacy. They support patients to look at different options and possible outcomes so they can make informed choices about what action they can take. They can be contacted on 0330 440 9000, or email info@theadvocacypeople.org.uk.  You can also text 80800 start message with PEOPLE.  Another service available is ‘South West Advocacy Network’ (SWAN), who you can call on 0333 3447928 or email banes@swanadvocacy.org.uk.