If you have any concerns regarding contact you have had with NHS Somerset Clinical Commissioning Group or any other healthcare services in Somerset there are three options you can take to raise a formal complaint.
You can :
- Write to the Chairman using the address below or
- Contact the Complaints and PALS team by telephone or
- Use the contact forms below
If you decide to contact the Complaints and PALS 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 Clinical Commissioning Group investigates and responds to complaints. Click here for the Complaints Policy and appendices
It was a recommendation of the Francis enquiry report that NHS trusts should publish the outcomes of complaints that are upheld, partially upheld or not upheld. Click here for details of complaints upheld, partially upheld or not upheld
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 Chairman:
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:
Somerset Clinical Commissioning Group
To email or write to the Compaints and PALS team:
Please complete the complaints form and the consent form 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 firstname.lastname@example.org. Alternatively, you can post the completed forms to:
NHS Somerset Clinical Commissioning Group
To discuss your complaint by telephone:
Please call NHS Somerset Clinical Commissioning Group headquarters on 01935 384000 and ask to be put through to the Complaints and PALS team. Alternatively, you can contact the team directly on 08000 851067. A member of the Complaints and PALS 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.
Why do we need written consent to deal with your issue?
In order for a patient’s concerns to be investigated, NHS Somerset Clinical Commissioning Group 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.
Please click here to download the consent form
More information about making a complaint
Please click on the links below for information about the time scales involved in making a request and what you can expect from our Complaints Team. There is also information about requesting an independent review, if you feel your complaint has not been satisfactorily resolved, and information about the new complaints procedure:
Can I make a complaint after the incident/problem has occurred?
What can I expect from the Complaints and Patient Advice and Liaison Team?
What type of concerns can you investigate?
Where can I get more information about making a complaint?
Who can I talk to if I am unhappy with your response?
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.
What if your concern or compaint is about primary care?
NHS England is responsible for primary care. If you have a complaint or concerns about a GP practice, dental practice, optician or pharmacy you will need to contact either the individual practice or the NHS England Customer Contact Centre:
Telephone: 03003 112233
Write to: NHS England, PO Box 16738, Redditch, B97 9PT
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:
Telephone: 01278 264405
Address: c/o Woodlands House, Woodlands Business Park, Bristol Road, BRIDGWATER TA6 4FJ