Our customer service function will be maintained during the NHS response to the COVID-19 pandemic; however there will be adjustments to the level of service that is provided and there may be a delay in responding.
We have adjusted our operation to ensure that we can provide the best possible service under the circumstances. We advise patients to please contact us via the online contact form, by email or by telephone, to ensure that we receive your enquiry promptly.
We may be unable to pick up calls as they come in, however if you leave a brief message with your name and number, we will endeavour to contact you within 3 working days. Letters sent to our South Plaza address may not be responded to as quickly.
Please note that at this time we are receiving a lot of enquiries about the COVID-19 vaccination programme. Due to the volume of enquiries it may take us longer than usual to respond.
In the meantime you can find the latest updates and frequently asked questions about our vaccination programme on the Healthier Together website. If your question relates to when you will get your vaccination, we are following the national JCVI prioritisation guidance and the NHS will contact you when it is your turn.
We are committed to ensuring that services in the local area meet and exceed the expectations of our population. Your feedback is therefore very important and we strongly encourage you to share your experience with us so we can use it to help maintain, improve or if necessary, change the services we commission.
If you have a compliment, concern, complaint or would simply like some free and confidential advice in relation to a healthcare service you have received, please contact the Customer Services Team who will be happy to help you.
The team can be contacted by completing our online contact form, or by using the following contact details:
Customer Services Team
NHS Bristol, North Somerset and South Gloucestershire CCG
For concerns or complaints about dentist, optician or pharmacist services please contact the practice directly or NHS England’s customer contact centre.
Feedback on our complaints process
If we have investigated a complaint for you, you can feedback to help us improve our services by completing our Customer Services Feedback Survey.
Have you used a service in Bristol, North Somerset and South Gloucestershire?
Healthwatch is here to gather patient feedback on health and social care services - both positive and negative - to build a clear, local picture of what is working and what isn't. Your views are then used to bring about changes and improvements.
Patient Experience Report
Every quarter, we analyse data on the experiences of our patients. We produce a report for our Quality Committee, Governing Body and Patient Participation Involvement Forum (PPIF) identifying any themes, trends and actions taken. No individual patients are identified in this report and it does not contain data on any individuals. A link to the most recent report is below.
How to make a complaint
Below is a video, which uses British Sign Language (BSL), about tips on making a complaint to the NHS in England. The video is from the Parliamentary and Health Service Ombudsman.
Please note that if you have a complaint about the NHS in Bristol, North Somerset and South Gloucestershire, in the first instance you should contact our Customer Services Team, using the details above.
Below is a video with advice for people with a learning disability on making a complaint to the NHS in England. The video is from the Parliamentary and Health Service Ombudsman.