Suggestions, Comments and Complaints

We welcome all comments on the services provided by the practice. If you would like to give feedback to the practice, please complete our online Feedback form.

Making a Complaint

To pursue a complaint, please contact the practice manager who will deal with your concerns appropriately.

We will look to settle the complaint as soon as possible. We will acknowledge receipt within three working days and will aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this, we will let you know and keep you informed as the investigation progresses.

When looking into a complaint, we look to see what has happened and why, to see if their is something we can learn and make it possible for you to discuss the issue with those involved if you would like to do so. We ensure that when mistakes have happened we acknowledge them, apologise and take steps to make them right. When the investigations are complete, your complaint will be determined and a formal response will be sent to you. The final response letter will include details of the result and also your right to escalate the matter further if you are not fully satisfied with our response.

Your care will not be adversely effected by any concern or complaint.

Complaining on behalf of someone else

If you are complaining on someone’s behalf, we will need their consent before we can investigate the matter and share the results with you. We are unable to discuss any issue relating to someone else without their express permission, except in cases where the patient does not have capacity to consent.

Patient Advice and Liaison Service

The Patient Advice and Liaison Service (PALS) offers a free and confidential service to NHS patients, carers and family members. PALS can help you if you have concerns but do not wish to complain, if you have a problem but do not know who to talk to about it, if you are worried but not sure what to do or if you need information but are not sure who to ask. They can be contacted at:

By post

PALS Office
Gloucestershire Royal Hospital
Great Western Road
Gloucester, GL1 3NN

Telephone: 08000 193 282 or 08000 151 548

Email: ghn-tr.pals.gloshospitals@nhs.net