Feedback and Complaints
Help us, help you. Share your thoughts on what went well or what we could have done better.
Feedback
We aim to give you the best possible service and strive to exceed your expectations.
To help us do this, we’d appreciate your feedback. When you share your thoughts, you give us the opportunity to learn from your experience.
Our Quality and Assurance (Q&A) team reviews feedback each month. If you have concerns which need a reply, please contact the team directly. You’ll find their details below.
Feedback is anonymised and is held in a secure environment in accordance with GDPR (2018). We will only use feedback for the purpose of improving the way we do things. However, you do have the option to tell us if you’re happy for your feedback to be used for marketing purposes.
Complaints
We aim to give excellent service, but we realise that there may be times when we fall short of expectations. If this happens, we’d like you to tell us, so that we can address any concerns. Here’s what you need to do to escalate a complaint:
Step One
Many issues can be resolved quickly and easily at the time that they happen. If you have any concerns, the first step is to speak with the staff involved. If they can’t help, ask to speak with the Department Lead.
Step Two
If you have spoken with the Department Lead but you still have concerns, you can speak to our Quality and Assurance (Q&A) team. They will support you with your Patient Advice and Liaison Service (PALS) query or with registering a formal complaint.
You can contact the Q&A team by letter, telephone or email. Their details are:
Q&A team
Sulis Hospital Bath
Foxcote Avenue
Peasedown St John
Bath BA2 8SQ
Step Three
If you’ve made a formal complaint but you feel your issue has not been satisfactorily resolved, then you can ask for an independent review. This will examine the complaint investigation, and the response provided.
Independent review for NHS patients
The service is provided by the Parliamentary and Health Service Ombudsman. You can contact them by letter or telephone. Their details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
www.ombudsman.org.uk
0345 015 4033
Independent review for Private (Insured) and Self-Pay patients
The service is provided by the Complaints Manager at the Royal United Hospital (RUH). They will provide an independent Stage Two review into your concerns and the response provided. You can contact them by letter, telephone or email. Their details are:
Complaints Manager
Royal United Hospitals Bath NHS Foundation Trust
Combe Park
Bath
BA1 3NG
01225 821655
ruh-tr.complaints@nhs.net
If you still feel that your complaint is unresolved following this step, then your next step is to contact the Independent Sector Complaints Adjudication Service (ISCAS). To find out more about the ISCAS, visit their website https://iscas.cedr.com. Alternatively, you can phone them on 020 7536 6091 or email info@iscas.org.uk.
Further information
For more information you can download our Patient Feedback and Complaints Leaflet.