Feedback and complaints

We welcome patient feedback and want to make improvements in the services we provide. We use this feedback to look at the things that matter most to our patients, carers and their families.

To provide feedback:

To make a complaint:

Our aim is to provide you with the very best medical service. If at any time you feel that we have not achieved this and want to make your feelings known, please communicate this if possible at the time.  Some issues can be sorted out quickly and easily, often at the time they arise with the person concerned or with a manager on site.

If this is not a suitable way to resolve your complaint and you wish to make a formal complaint you should do so, in writing, as soon as possible after the event. You can either:

  • email us on bswicb.svmg@nhs.net
  • write to us and drop into any site or post to, Somer Valley Medical Group, Gullock Tyning, Midsomer Norton, Radstock, BA3 2UH
  • leaflet available at each site. Complaints Leaflet
  • if you need support, please speak to reception or the site Manager.

The period for making a complaint is normally:

  • 12 months from the date on which the event which is the subject of the complaint occurred
  • 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice

If you are a registered patient, you can complain about your own care.

Complaining on behalf of someone else

We adhere to the strict rules of personal and medical confidentiality.

If you wish to make a complaint on behalf of a patient, it is required to have written consent from the patient. This is to confirm that they are dissatisfied with the treatment they received and that we have their permission to speak with you.

Please ask at reception for a third-party complaints form, which includes a section that the patient needs to sign.  Where the patient is incapable of providing consent due to illness or accident, please provide the precise details of the circumstances which prevent this in a covering letter. Please be aware that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

Confidentiality

All complaints will be treated in the upmost strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the manager will inform the patient or person acting on his or her behalf.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but these records will be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.

What happens next

We aim to acknowledge your complaint within 72 hours.

Our aim is to report back to the respondent within a reasonable timescale and this might be as little as two weeks although, in some cases, a full investigation may require more time especially if the person concerned is away.  If this is the case, we will inform you of this and keep you updated. The investigator will then discuss with the appropriate members of the staff and may inspect relevant documents.  At the conclusion of the investigation, your complaint may result in a clinical conversation, email or letter detailing the outcomes.

Your care and treatment will not be affected if you make a complaint, or if somebody complains on your behalf

Please contact the PALS and complaints team by only using the methods below for enquiries, compliments concerns, complaints or general feedback:

Email: scwcsu.palscomplaints@nhs.net or by phone 0300 561 0250

Please be aware that the compliments and complaints ICB service work remotely and are not based in our office buildings; reception staff at the registered buildings will not be able to support with any queries/concerns/complaints.

Recent feedback

“Just wanted to say thank you to everyone at the surgery.

My 7 year old daughter needs regular routine bloods as part of ongoing treatment, but is afraid of the hospital. The person I spoke to on the phone at St Chad’s was very understanding of this and helped me to arrange an appointment at the surgery instead.

All the staff on the day were very kind and she had a much better positive experience (this includes my needle phobic husband who brought her!)

Overall, this was probably the best experience she has had for a small person who didn’t want a blood test in the first place!

So thank you all staff for taking the time – much appreciated x”