At Hanham Health we try to offer the best possible treatment and care at all times. However we recognise that things can go wrong on occasion and you can help us improve the quality of our service by making constructive comments and suggestions.
If you are unhappy with the treatment or service you have received from Hanham Health you are entitled to make a complaint, have it considered, and receive a response from our organisation or the primary care practitioner concerned.
Contact them in writing at:
Or e-mail at: Sarah.Jenkins@sglos-pct.nhs.uk
If you are unhappy with the service that you have recieved from the PCT please write to:
Local Resolution
Who can complain?
A complaint can be made by a patient or person affected or likely to be affected by the actions or decisions of an NHS organisation or primary care practitioner (such as a GP or dentist).
In certain circumstances a complaint can be made by someone acting on behalf of the patient, or person. For instance if the patient/person is a child, has died, is unable to make the complaint themselves because of physical or mental incapacity (please refer to the Mantal Capacity Act, 2005, for a definition of this) or has requested that someone act on their behalf, a representative can complain for the patient/person.
What is the time limit for making a complaint?
To whom should I complain initially?
Mrs Cath McCarthy - Managing Partner
Mrs Kelly Cole - Customer Service Manager (Non-clinical matters)
Mr Darren Maslen - Clinical Services Manager (Clinical matters)
You can also raise your concerns immediately by speaking to a member of staff (e.g. GP, nurse, receptionist etc) or by contacting PALS. They may be able to resolve your concerns without the need to make a formal complaint. Contact details for our local PALS officer are outlined above.
A complaint can be made verbally or in witing (this includes email) to the appropriate manager as listed above. A written record will be kept of complaints made verbally.
You will recieve a written or verbal response to your complaint within 3 working days and this will be documented. You will be given the opportunity to discuss the complaint further. You will be informed of the timescales involved throughout the complaints process.Upon completion of the complaint investigation, you will recieve a written response to your complaint.
Independent Review
If you are unhappy with the response to your complaint (including a complaint about an NHS Foundation Trust) you can ask the Health Service Ombudsman to review your complaint. The Ombudsman are completely independent of the NHS and Government. You can contact the Ombudsman at:
Where can I get further advice and help?
- The PALS or complaints manager at South Gloucestershire PCT can provide advice, including details of local independent complaints advocacy services and can also advise if you have a complaint about a primary care practitioner.
- The Independent Complaints Advocacy Service (ICAS) provides advice and support to people who want to complain about the NHS. Details are at www.dh.gov.uk.
- Call NHS Direct on 0845 4647 or your local Citizens Advice Bureau.
