Contrast
English English
en Englishaf Afrikaanssq Albanianar Arabichy Armenianaz Azerbaijanieu Basquebe Belarusianbg Bulgarianca Catalanzh-CN Chinese (Simplified)zh-TW Chinese (Traditional)hr Croatiancs Czechda Danishnl Dutchet Estoniantl Filipinofi Finnishfr Frenchgl Galicianka Georgiande Germanel Greekht Haitian Creoleiw Hebrewhi Hindihu Hungarianis Icelandicid Indonesianga Irishit Italianja Japaneseko Koreanlv Latvianlt Lithuanianmk Macedonianms Malaymt Malteseno Norwegianfa Persianpl Polishpt Portuguesero Romanianru Russiansr Serbiansk Slovaksl Slovenianes Spanishsw Swahilisv Swedishth Thaitr Turkishuk Ukrainianur Urduvi Vietnamesecy Welshyi Yiddish
Website Logo Mobile menu
  • Home
  • About us
    • Our vision and values
    • Our localities
    • Governance
    • How we spend your money
    • Our partners
    • Equality, diversity and inclusion
    • How we use your information
  • Get Involved
    • Our involvement structures
    • How to get involved
    • Consultations and engagement
    • You said, we did
    • 2020/21 Patient and Public Engagement Annual Report
    • Newsletter information
    • AGM
  • Your health
    • Which NHS service should I use?
    • Find a local service
    • What we do and don't fund
    • Continuing Healthcare
    • Your Care Record
    • Recommended Summary Plan for Emergency Care and Treatment
    • Keeping yourself and your family well this winter
    • Discharge Grant Scheme
  • News and events
    • News
    • LIVE: Covid-19
    • Campaigns
    • Calendar meetings and events
    • Integrated Care Centres
    • Newsletters
  • Documents and reports
  • For clinicians
    • Medicines
    • Primary care documents
    • Meetings
    • Safeguarding
    • Admission and Discharge Framework
  • Contact us
    • Freedom of information
    • Media enquiries
    • Compliments and complaints
    • Find us on social media
    • Finance
Website Logo
  • Home -
  • Contact us -
  • Compliments and complaints

Compliments and complaints

NHS BaNES, Swindon & Wiltshire Clinical Commissioning Group (BSW CCG) is committed to responding to patient needs and encouraging a culture that seeks and uses people’s experiences of care to improve the commissioning of services.  We welcome your suggestions and feedback about both the services we commission and CCG provided services.  We want to resolve any problems you may experience to help make local healthcare services more effective.

Patient Advice and Liaison Service (PALS) and Complaints Service

You can ask for advice, information or talk to us about a concern or complaint. PALS and complaints will work with you to try to resolve a difficulty or problem. We can 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. We can also signpost to other sources of help if needed. Your personal details remain confidential, unless you provide consent for us to share them. Information from PALS and complaints is also used anonymously to help improve services.

If you have received particularly good service from any health service provider or you have any comments or suggestions to make, please let us know. This information will help us to keep improving our services.

For enquiries, compliments concerns, complaints or general feedback you can contact us by the following means:

Email: This email address is being protected from spambots. You need JavaScript enabled to view it. or by phone 0300 561 0250

A list of GP practices for BaNES, Swindon and Wiltshire can be found here.

How to make a formal complaint about health services

Many complaints can be resolved quickly by discussing them directly with the manager concerned or the provider of the service.  However, if you do want to make a formal complaint, let us know as soon as possible, as there is a time limit of 12 months from the date of the matter which is the subject of the complaint, although this can be waived depending on the circumstances.

Compliments, Concerns and Complaints Policy

Details about our complaints process and a copy of our policy can be found at the following link:

View the BSW CCG Compliments, Concerns and Complaints policy

View the CCG's complaints process (pathway)

Who can complain?

Anyone who is receiving, or has received, NHS treatment or services and anyone affected by the outcome of actions. If a person is unable to complain themselves then , then someone can act on your behalf with consent and appropriate supporting documentation. Young persons (under age 18) are entitled to complain independently. The NHS cannot consider a complaint made on behalf of a young person unless they are sure that the young person is unable to complain themselves.

What information will be needed to make my complaint?

  • Your name, address and contact telephone number and those of the person that you may be complaining for; including their date of birth and their NHS number
  • A summary of what has happened, giving dates where possible
  • Which organisation provided the care or service
  • A list of things that you are complaining about
  • What you would like to happen as a result of your complaint

What can I expect?

We will contact you and agree the best way forward for investigating your complaint, taking into account your desired outcome.  Following receipt of appropriate consent the issues will be fully investigated and you should then receive your response within the agreed timescales.  Please do not worry about the service you receive in future being adversely affected because you have made a complaint. We take all comments seriously and only use the information to review our services and make improvements, where needed.

Complaints about primary care (GP, dental services, pharmacies, opticians)

Complaints or concerns about primary care services eg  your GP, dentist, pharmacy or optician, are handled either by the Practice Manager or by NHS England who can be contacted by email at This email address is being protected from spambots. You need JavaScript enabled to view it. or by telephone on 0300 311 2233.

Parliamentary & Health Service Ombudsman

We will do our best to resolve your complaint however if you are not satisfied with the way your complaint has been handled, and would like to take it further, you can contact the Parliamentary and Health Service Ombudsman which makes final decisions on unresolved complaints about the NHS in England.  The Ombudsman is independent of Government and the NHS, and their service is confidential and free of charge.  Contact details are as follows:

Tel: 0345 015 4033

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Address: The Parliamentary and Health Ombudsman, Millbank Tower, Millbank

London SW1P 4QP

Independent Health Complaints Advocacy (IHCA)

You can get free help and support from an Advocacy Service when pursuing your complaint Advocacy services are independent charities which represent the interests of patients.  They offer a free, independent and confidential advice and support service for people making a complaint relating to either health or social care.  Contact details are as follows:

For patients registered with a GP in Swindon

VoiceAbility

Address: Unit 1, The Old Granary, Westwick, Oakington, Cambridge CB24 3AR

Tel: 0300 303 1660

Email: This email address is being protected from spambots. You need JavaScript enabled to view it..

For patients in Wiltshire

Address: The Advocacy People at PO Box 375, Hastings, East Sussex, TN34 9HU

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Telephone 0300 343 5733

For patients in Bath and North East Somerset

If you need help in pursuing your complaint, you may wish to contact POhWER People at PO Box 14043, Birmingham, telephone 0300 456 2370 (charged at your standard network rate) or email This email address is being protected from spambots. You need JavaScript enabled to view it.. This is an independent charity that represents the interests of patients. They offer a free, independent and confidential advice and support service for people making a complaint relating to either health or social care.


Share on Facebook
Share on Twitter
Print this page
Email this page

Search Articles

  • Home
  • About us
    • Our vision and values
    • Our localities
      • Bath and North East Somerset
      • Swindon
      • Wiltshire
    • Governance
      • Our Governing Body
      • Our Executive Leadership Team
      • Key documents
      • Corporate registers
      • Meetings
    • How we spend your money
      • Expenditure over £25,000
      • Financial sanctions
      • Procurement register
    • Our partners
    • Equality, diversity and inclusion
    • How we use your information
  • Get Involved
    • Our involvement structures
    • How to get involved
      • BSW CCG's Our Health, Our Future Panel
      • Join one of our patient and public engagement groups
      • Join a Patient Participation Group at your local GP surgery
      • Subscribe to our regular stakeholder newsletter
      • Find us on social media
    • Consultations and engagement
      • Current consultations
        • Transforming maternity services together
        • Transforming our mental health services
      • Past consultations
        • Our Health, Our Future
    • You said, we did
    • 2020/21 Patient and Public Engagement Annual Report
    • Newsletter information
      • BSW Together - Issue 3 February 2021
      • BSW Together - Issue 4 April 2021
    • AGM
  • Your health
    • Which NHS service should I use?
      • Self care
      • NHS 111
      • Pharmacies
      • GP practices
        • Primary Care Networks
      • Minor Injury Unit (MIU)
      • Walk-in and urgent treatment centres
      • A&E
      • Referral service
      • Prescription Ordering Direct (POD)
      • Maternity services
        • Changes to Maternity Services during COVID-19 pandemic
      • Mental health services - In crisis? call 0800 953 1919
        • Mental health and coronavirus
      • Patient transport
      • Urgent eye care
      • Children's health
      • Oximetry @home
      • Lung Health Checks
    • Find a local service
    • What we do and don't fund
      • What we do and don't fund: Locality-specific policies
    • Continuing Healthcare
    • Your Care Record
      • My Care Hub Privacy Policy
    • Recommended Summary Plan for Emergency Care and Treatment
    • Keeping yourself and your family well this winter
    • Discharge Grant Scheme
  • News and events
    • News
    • LIVE: Covid-19
      • Pharmacy Opening Hours
      • Bereavement support
      • How local health and care partners have responded to COVID-19
      • Advice for shielded patients
      • Covid-19 vaccination
      • Covid-19 case numbers
      • Q&As for health and social care staff
      • Vaccination image gallery
      • LIVE: FAQs about Bath Racecourse
      • LIVE: FAQs about Salisbury City Hall
      • Information for communities
      • Long Covid
    • Campaigns
      • Year of the Nurse and Midwife
      • COVID 19
      • Don't wait and worry - we're here for you
      • Help Us Help You
      • Flu vaccination
      • Mental Health At Home
      • International Women's Day
        • Becky Greatorex, Deputy Manager at Temple House Surgery
        • Tina Symons, Clinical Nursing Lead at Bradford on Avon Health Centre
        • Dr Kate Fallon, GP and Senior Partner at Somerton House Surgery
        • Dr Alison Humphrey, GP, Hope House Surgery, Radstock
        • Dr Caroline Rance, GP at St Augustine’s Medical Practice, Keynsham
        • Donna Pais
        • Jo Cullen
        • Dr Gita Sunthankar
    • Calendar meetings and events
    • Integrated Care Centres
      • Devizes Health Centre
      • Trowbridge ICC
    • Newsletters
  • Documents and reports
  • For clinicians
    • Medicines
    • Primary care documents
    • Meetings
    • Safeguarding
    • Admission and Discharge Framework
  • Contact us
    • Freedom of information
    • Media enquiries
    • Compliments and complaints
    • Find us on social media
    • Finance
  1. Twitter
  2. Instagram
  • NHSBSWCCG (@NHSBSWCCG)

    From 1 July, BSW CCG will cease to exist, and its functions will transfer to the BSW Integrated Care Board. This means from 1 July, we’ll be rebranded...

  • RT @IntegratedNHS: 1 July is nearly here. ICSs are building on many years of partners developing collaborative approaches to jointly plan a…

  • RT @IntegratedNHS: Find out how #integratedcare is changing to better meet people’s needs: ow.ly/IS4W50JJqPl #IntegratedCareSystems

  • NHSBSWCCG (@NHSBSWCCG)

    Our BSW ICB Board is meeting for the first time on Friday 1 July. This meeting will focus on governance arrangements. If you'd like to observe the meeting,...

  • NHSBSWCCG (@NHSBSWCCG)

    Eligible for a Covid-19 spring booster, but still yet to come forward? Garb your jab before the end of June so that you: ✅ are protected during summer ✅...

https://api.instagram.com/v1/users/self/media/recent/?access_token=12992975763.1677ed0.77c818f15df346b5b4f5dd831d64cfb1
Instagram
    next
    prev

    Contact us

    Media: bswccg.media@nhs.net 

    FOI: bswccg.foi@nhs.net

    Communications: bswccg.communications@nhs.net

    Feedback and complaints: scwcsu.palscomplaints@nhs.net

    Connect with us

    Quick Links

    • Covid 19
    • How we use your information
    • Accessibility
    • Privacy Policy
    • Cookies
    • Sitemap

    Copyright © 2022 Bath and North East Somerset, Swindon and Wiltshire CCG. All Rights Reserved.
    Website powered by Midlands and Lancashire CSU

    • Home
    • About us
      • Our vision and values
      • Our localities
        • Bath and North East Somerset
        • Swindon
        • Wiltshire
      • Governance
        • Our Governing Body
        • Our Executive Leadership Team
        • Key documents
        • Corporate registers
        • Meetings
      • How we spend your money
        • Expenditure over £25,000
        • Financial sanctions
        • Procurement register
      • Our partners
      • Equality, diversity and inclusion
      • How we use your information
    • Get Involved
      • Our involvement structures
      • How to get involved
        • BSW CCG's Our Health, Our Future Panel
        • Join one of our patient and public engagement groups
        • Join a Patient Participation Group at your local GP surgery
        • Subscribe to our regular stakeholder newsletter
        • Find us on social media
      • Consultations and engagement
        • Current consultations
          • Transforming maternity services together
          • Transforming our mental health services
        • Past consultations
          • Our Health, Our Future
      • You said, we did
      • 2020/21 Patient and Public Engagement Annual Report
      • Newsletter information
        • BSW Together - Issue 3 February 2021
        • BSW Together - Issue 4 April 2021
      • AGM
    • Your health
      • Which NHS service should I use?
        • Self care
        • NHS 111
        • Pharmacies
        • GP practices
          • Primary Care Networks
        • Minor Injury Unit (MIU)
        • Walk-in and urgent treatment centres
        • A&E
        • Referral service
        • Prescription Ordering Direct (POD)
        • Maternity services
          • Changes to Maternity Services during COVID-19 pandemic
        • Mental health services - In crisis? call 0800 953 1919
          • Mental health and coronavirus
        • Patient transport
        • Urgent eye care
        • Children's health
        • Oximetry @home
        • Lung Health Checks
      • Find a local service
      • What we do and don't fund
        • What we do and don't fund: Locality-specific policies
      • Continuing Healthcare
      • Your Care Record
        • My Care Hub Privacy Policy
      • Recommended Summary Plan for Emergency Care and Treatment
      • Keeping yourself and your family well this winter
      • Discharge Grant Scheme
    • News and events
      • News
      • LIVE: Covid-19
        • Pharmacy Opening Hours
        • Bereavement support
        • How local health and care partners have responded to COVID-19
        • Advice for shielded patients
        • Covid-19 vaccination
        • Covid-19 case numbers
        • Q&As for health and social care staff
        • Vaccination image gallery
        • LIVE: FAQs about Bath Racecourse
        • LIVE: FAQs about Salisbury City Hall
        • Information for communities
        • Long Covid
      • Campaigns
        • Year of the Nurse and Midwife
        • COVID 19
        • Don't wait and worry - we're here for you
        • Help Us Help You
        • Flu vaccination
        • Mental Health At Home
        • International Women's Day
          • Becky Greatorex, Deputy Manager at Temple House Surgery
          • Tina Symons, Clinical Nursing Lead at Bradford on Avon Health Centre
          • Dr Kate Fallon, GP and Senior Partner at Somerton House Surgery
          • Dr Alison Humphrey, GP, Hope House Surgery, Radstock
          • Dr Caroline Rance, GP at St Augustine’s Medical Practice, Keynsham
          • Donna Pais
          • Jo Cullen
          • Dr Gita Sunthankar
      • Calendar meetings and events
      • Integrated Care Centres
        • Devizes Health Centre
        • Trowbridge ICC
      • Newsletters
    • Documents and reports
    • For clinicians
      • Medicines
      • Primary care documents
      • Meetings
      • Safeguarding
      • Admission and Discharge Framework
    • Contact us
      • Freedom of information
      • Media enquiries
      • Compliments and complaints
      • Find us on social media
      • Finance
    We would like to inform you that our website uses cookies in order to deliver you highest quality services. You may specify how cookies are being stored in your browser's settings. Cookies