The PCT welcomes feedback to help us understand what our patients think we do well, and the areas where they feel we can improve. Your experience counts so please take the time to feedback to us. Details of how to do this can be found below.

Compliments
It is always nice to hear when staff have done a job well and gone beyond the expectations of our patients. Have you had a particularly good experience that you would like to tell us about? If so, please contact Lucy Jones, Corporate Services Manager via email lucy.jones@sglos-pct.nhs.ukor by telephone on 0117 330 2468. 

Written correspondence can also be sent to Lucy at:

NHS South Gloucestershire,
Freepost RSUS-ATZS-SSCA
NHS South Gloucestershire
8 Brook Office Park
Emersons Green
South Gloucestershire
BS16 7FL   

Concerns
If you have an issue which you don't feel is a complaint, but want us to be aware of, we are always happy to hear from you, and will act on the information given where appropriate to try and improve our services.
 
You should contact Sarah Jenkins, Patient Advice and Liaison Manager on 0800 073 0907 or via email sarah.jenkins@sglos-pct.nhs.uk. 

Sarah can also be written to at

NHS South Gloucestershire, 
Freepost RSUS-ATZS-SSCA
NHS South Gloucestershire
8 Brook Office Park
Emersons Green
South Gloucestershire
BS16 7FL   

Complaints
We take complaints very seriously and will always look into the issues you raise to try and understand what went wrong, and how we can learn from this. If there has been an occasion within the last 12 months where the care you, a friend or family member received has fallen below your expectation, we want to hear from you. 

The PCT has a dedicated complaints manager, Lucy Jones, who will discuss the complaints process with you and will find the most appropriate way of resolving your concerns.  Lucy can be contacted via email lucy.jones@sglos-pct.nhs.ukor by telephone on 0117 330 2468. 

Written correspondence can also be sent to Lucy at:

NHS South Gloucestershire,
Freepost RSUS-ATZS-SSCA
NHS South Gloucestershire
8 Brook Office Park
Emersons Green
South Gloucestershire
BS16 7FL   

Being Open – Communicating with patients, their families and carers following a patient safety incident

Being Open is a set of principles, developed by the National Patient Safety Agency, that healthcare staff should use when communicating with patients, their families and carers following a patient safety incident in which the patient was harmed. Being Open supports a culture of openness, honesty and transparency. More information about these principles and who you can talk to is available on our Being Open page.

Patient confidentiality is paramount and we will not share any information without the necessary consent. If you are making a complaint on behalf of a third party, we will need the patient’s written consent before we can start an investigation or disclose any information to you.  In order for us to obtain this, please provide the patients full name and address so that we can post a consent form to them.  Likewise, if your complaint involves services not provided by the PCT, the details will need to be shared with the relevant provider and your consent will be required before this can be done.

If you do not wish to discuss your complaint directly with NHS South Gloucestershire, or you would like independent advice first, you can contact the Independent Complaints Advocacy Service (ICAS) at www.seap.org.uk/ICAS or by telephone on 01225 762723.

Please note, due to technical difficulties, NHS organisations are unable to reply to Hotmail accounts. Please ensure that you provide an alternative email account or postal address to which we can reply.

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