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Patient support and complaints

About the Patient Support and Complaints Team

In May 2010 the PALS and Complaints Team merged to provide a combined service and rebranded as the Patient Support and Complaints Team. We can provide the following help to patients, relatives and carers:

  • Provide non-clinical information and advice
  • A contact point for patients who wish to provide a compliment or general feedback about our services
  • Support for patients with additional support needs and their families/carers
  • Management of complaints

What can I do if I have a complaint about my treatment, or treatment of a relative?

In the first instance please raise this with a member of staff in the hospital who is providing care to the patient. They should be able to resolve this directly with you or find someone to help you. If you feel you need to raise the issue further, please contact us by one of the following methods:

  • By phone on 0117 342 3604
  • By post to Patient Support & Complaints Team, Trust Headquarters, University Hospitals Bristol, Marlborough Street, Bristol, BS1 3NU
  • By email: pals@uhbristol.nhs.uk
  • By calling in to our drop in service which is located on Level 2, Queens Building, Bristol Royal Infirmary.

Alternatively, you can contact ICAS, the Independent Complaints Advocacy Service. ICAS is available to help you and advise you should you require assistance with your complaint. ICAS can help you by providing free, independent and confidential support. A member of the Patient Support & Complaints Team can provide you with a copy of their information leaflet. Their contact number is - 0845 120 3782.

How can you help us respond efficiently

It would be helpful if you can have the following information available when you contact the Patient Support and Complaints Team:

  • Patient details (name, address, date of birth, telephone number and hospital number if known)
  • Your contact details (if different)
  • The ward / department / hospital site where the concern or query relates to
  • As much information as possible about the concern or query you wish to tell us about
  • What your desired outcome is

If you are a relative or carer it will be necessary for us to know that the patient is happy for you to act on their behalf. Please complete the consent form and return to us. This form can also be requested by contacting the Department.

The complaints process

Local resolution

  • All complaints are recorded so that our performance can be measured, lessons learnt and our services improved to the benefit of patients and staff
  • A Patient Support & Complaints Officer will discuss with you the ways in which the issue can be dealt with
  • Some complaints can be dealt with by way of a telephone call, meeting with senior staff or a written letter
  • We will agree a local resolution plan with you, which will include a response date, method of feedback and who will be contacting you about the outcome of your complaint
  • The Trust will aim to provide a rapid and complete response appropriate to the issues raised and will ensure that all of your concerns are thoroughly and honestly addressed
  • If you remain unsatisfied, the Trust will continue to discuss your issues with you with the assistance of independent advice if necessary

Further information

Making a complaint will not affect your treatment in any way. Staff will try to be helpful as possible and try to resolve your complaint there and then.

The information we ask you may also include details of ethnicity, age and gender. This is to ensure that we as an organisation,and the NHS as a whole, regularly monitor the concerns and complaints of patients on a local and national basis. Collecting this data is an important part of how we plan our services to meet the needs of our local community, e.g large number of complaints from a particular ethnic group could highlight that the NHS may need to review or plan services for those groups. All information you provide will remain confidential.

What the Patient Support & Complaints Team cannot provide

  • Help to claim finanical compensation for clinical negligence
  • Disciplinary action for an NHS employee
  • Legal advice
  • Help with complaints about private medical treatment
  • Medical advice

Please note that a complaint should be made within 12 months of the event that is being complained about, or within 12 months of the date of discovering the problem.