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Patient support and complaints

At University Hospitals Bristol NHS Foundation Trust (UH Bristol) we are passionate about patient experience - we want every one of our patients, together with their relatives, carers and visitors, to receive the best possible service when being treated at or visiting our hospitals.

Sometimes however, things do not go to plan, and we want to assure you that whatever happens, we will always do our best to put things right and, equally importantly, try to stop it from happening again.

What does the Patient Support and Complaints Team do?

The aim of the Patient Support and Complaints team is to resolve any concerns, queries or questions that our patients, their families or members of the public raise with us about our Trust.

We cover all of the Trust's hospitals: Bristol Eye Hospital, Bristol Dental Hospital, St Michael's Hospital, Bristol Heart Institute, Bristol Haematology and Oncology Centre, Bristol Royal Hospital for Children, South Bristol Community Hospital, Bristol Royal Infirmary and the Central Health Clinic.

We are able to assist with problems and can liaise with staff on your behalf. We can provide:

  • non-clinical information and advice
  • a contact point for patients who wish to make suggestions about how services can be improved
  • support for patients and their relatives/carers, including signposting to other appropriate services and/or organisations
  • management of complaints

We welcome any comments, suggestions or compliments you may have and would like you to tell us what you think of our Trust's services and what we can do to improve our services.

UH Bristol takes great pride in delivering exceptional service. If your experience does not match your expectations, please tell us about it.

How to contact the Patient Support and Complaints Team

We have a variety of ways in which you can contact us so you can use the method that suits you best.

  • Drop-in Service - We have a drop-in service, which is located inside the Bristol Royal Infirmary in the Welcome Centre. Our opening hours are: Monday to Thursday 9am-4pm and Friday 9am-3.30pm.
  • Telephone - You can telephone us on 0117 342 1050, where you can leave a message with our answering service and one of our administrators will contact you within two working days to take the details of your enquiry. In the majority of cases, your call will be returned on the same day. Our administrators will then pass your enquiry on to a Complaints Officer who will be in contact with you to discuss your enquiry in more detail.
  • Email - Send us an email at PSCT@uhbristol.nhs.uk 
  • Write to us - You can send your complaint in writing to University Hospitals Bristol NHS Foundation Trust, Patient Support and Complaints Team, A201, Welcome Centre, Bristol Royal Infirmary, Upper Maudlin Street, Bristol, BS2 8HW
  • Complete an online enquiry/concerns/compliment form. 

For further information about our service, please click on the link for our Patient Support and Complaints Team leaflet which is available in:

The Patient Support and Complaints leaflet is also available in other languages/formats on request. 

What happens next? 

If you have a concern about the care that you are currently receiving, or wish to raise a concern on behalf of a current patient (either an inpatient or outpatient), we would recommend that in the first instance, you speak to a member of staff in the hospital who is providing this care. This could be a nurse or doctor or a non-clinical member of staff and they should be able to resolve this directly with you or find someone to help you. Our staff are trained to help patients resolve their concerns there and then wherever possible and may be able to offer you a quick and easy solution to your complaint. 

If you feel that a member of staff has not adequately resolved your concerns or you wish to raise an issue directly with the Patient Support and Complaints Team, they will be happy to help you. 

You can contact the team via one of the methods described above and a named Complaints Officer will be assigned to advise you how best to proceed with your enquiry or complaint. 

We will involve you and work with you to achieve a satisfactory resolution; whether you are requesting information, providing feedback, raising a concern or making a complaint. 

If you are a relative or carer, it may be necessary for us to know that the patient is happy for you to act on their behalf, for example, if your enquiry relates to confidential information about the patient's care or treatment. If this is the case, you can either complete the consent form here and send it to us, or the form can be requested by contacting the department. If you are not sure whether a consent form will be needed, please contact us and we will be happy to advise you. 

Independent Advocacy Services 

If you would like some help with your complaint prior to submitting it to the Patient Support and Complaints Team, you can contact an independent complaints advocacy service. 

SEAP can help you by providing free, independent and confidential support for residents of Bristol, Devon, Cornwall, Dorset, Somerset, Bath & North East Somerset, Avon, Gloucestershire and Wiltshire. You can contact SEAP directly on 0330 440 9000 or via their website at http://www.seap.org.uk/ 

Alternatively, SWAN Advocacy provides advocacy services in Somerset and South Gloucestershire.  You can contact them on 03333 447 928 or by email as appropriate to somerset@swanadvocacy.org.uk or southglos@swanadvocacy.org.uk 

The role of the Parliamentary and Health Service Ombudsman (PHSO) 

If you feel that the Trust has not answered your questions adequately, please contact the Patient Support and Complaints Team so we can arrange for someone to look again at your concerns. If, having done this, you are still unhappy with the outcome, or you feel that the Trust has not dealt with your concerns appropriately, you have the right to seek advice from the PHSO. 

The PHSO carries out independent investigations into complaints made by people who are unhappy with the treatment or service that has been provided to them through the NHS. 

You can contact them by: 

Telephone: 0345 015 4033 

Quarterly Complaints Reports

Click here to read the Trust's complaints report for the period January-March 2014

Click here to read the Trust's complaints report for the period April-June 2014

Click here to read the Trust's complaints report for the period July - September 2014

Click here to read the Trust's complaints report for the period October - December 2014

Click here to read the Trust's complaints report for the period January - March 2015

Click here to read the Trust's complaints report for the period April - June 2015

Click here to read the Trust's complaints report for the period July - September 2015

Click here to read the Trust's complaints report for the period October - December 2015

Click here to read the Trust's complaints report for the period January - March 2016

Click here to read the Trust's complaints report for the period April - June 2016

Click here to read the Trust's complaints report for the period July - September 2016

Click here to read the Trust's complaints report for the period October - December 2016

Click here to read the Trust's complaints report for the period January - March 2017

Click here to read the Trust's complaint report for the period April -June 2017.

Annual Complaints Reports

Click here to read the Trust's Annual Complaints Report for 2013/14

Click here to read the Trust's Annual Complaints Report for 2014/15

Click here to read the Trust's Annual Complaints Report for 2015/16

Click here to read the Trust's Annual Complaints Report for 2016/17