Complaints

If you wish to make a complaint to the CCG please either contact the Patient Advice and Liaison Service (PALS) details above or write to:

Mary Hutton, Accountable Officer,

NHS Gloucestershire Clinical Commissioning Group

Sanger House, 5220 Valiant Court, Gloucester Business Park, Brockworth, GL3 4FE

We aim to acknowledge complaints in writing (email or letter) within three working days of receipt and to resolve any concern efficiently and effectively within a timescale agreed with you. It is very helpful if you can provide us with a telephone number when you contact us so that we can talk to you about your feedback and agree the best way forward.

Our complaints policy can be found here.

Unfortunately, we are unable to investigate concerns relating to organisations that provide healthcare services. These include:

  • GPs, dentists, pharmacists and opticians
  • Gloucestershire NHS Trusts (Gloucestershire Hospitals NHS Foundation Trust and Gloucestershire Health and Care NHS Foundation Trust)
  • Patient Transport providers
  • NHS 111 services
  • Private providers

It is the responsibility of the service you have concerns about to investigate and address your issues directly. Please refer to the relevant section below:

Primary Care (GP, Pharmacy, Opticians, NHS Dentistry)

Contact NHS England:

By post:

NHS England
PO Box 16738
Redditch
B97 9PT

By email: england.contactus@nhs.net

Find out more via their website here.

Community, Mental Health and Learning Disability Services

Contact: Gloucestershire Health and Care NHS Foundation Trust

By email: experience@ghc.nhs.uk

By telephone: 0300 421 8313

By post:

Patient and Carer Experience Team, FREEPOST RSKC-CSKU-KRZX, Edward Jenner Court, 1010 Pioneer Avenue, Gloucester Business Park, Brockworth, Gloucester, GL3 4AW

Find out more via their website here.

Acute Hospital and Maternity Services

Contact Gloucestershire Hospitals NHS Foundation Trust:

By email: ghn-tr.complaints.team@nhs.net or  ghn-tr.pals.gloshospitals@nhs.net

By telephone: 0300 422 5779 (Complaints team) or  0800 019 3282 (PALS team)

By post:

Gloucestershire Hospital NHS Foundation Trust (GHNHSFT), Complaints Department, Great Western Road, Gloucester, GL1 3NN

Resources

NHS Gloucestershire CCG complaints procedure

The NHS Complaints procedure

Independent Health Complaints Advocacy (IHCAS)

Independent Health Complaints Advocacy is provided in Gloucestershire by POhWER Advocacy. This service supports people who wish to make a complaint about the service they have received from NHS providers.

Parliamentary and Health Service Ombudsman (PHSO)

The Ombudsman makes final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other public organisations. They do this fairly and without taking sides. Their service is free. Further details can be found on the PHSO website

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