Feedback and complaints

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

We aim to give the very best care to our patients, but if you have a concern or complaint about your care please let us know.

Giving feedback

To provide feedback:


If your complaint has been investigated by the practice and you are not happy with how the practice has handled this then you may consider contacting the following advice agencies:

NHS Bath and North East Somerset Clinical Commissioning Group Patient Advice and Liaison Service (PALS)

PALS is impartial and will work with you to try to resolve a difficulty or problem and can act on your behalf if you wish.  We will discuss with you the best ways to resolve your concerns or problems and will agree with you what action to take for your individual circumstances, contact us on:

0300 561 0250


PALS and Complaints Manager
NHS Bath and North East Somerset Clinical Commissioning Group
1St Floor
Kempthorne House
St Martin’s Hospital
Clara Cross Lane

NHS England

0300 311 22 33


NHS England
PO Box 16738
B97 9PT

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9:30am.

Health Services Ombudsmen

0345 015 4033

0300 061 4298
(open 8:30am to 5:30pm, Monday to Friday)



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”