Here at the University Medical Centre we aim to provide a happy, friendly medical practice. We value patient feedback as this helps us to review and continually improve the services that we offer.
If you wish to leave us feedback, whether you feel there is room for improvement in any aspect of our service, or if you have a positive comment about your experience with the University Medical Centre that you wish to share with us then we would like to know about it.
To Provide feedback
To provide feedback:
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01225 789100
How to Make a Complaint
We aim to provide you with the best possible medical service to support your health care needs. At times you may feel that you are not entirely satisfied with the service you have received and you may wish to raise this with us. The practice has an internal complaints procedure and it may be helpful to speak with us in the first instance so we can try to resolve the issue as soon as it arises to address your concern directly.
If it cannot be resolved and you wish to make a complaint about any aspects of the service that we offer then you can do so as follows:
Making a Verbal Complaint
If you wish to raise a verbal complaint you can phone the practice and ask to speak with either the Practice Manager or the Reception Manager who will try to address and resolve your concerns at that time. You should do this as soon as possible after the event. The telephone number to call is the University Medical Centre Reception Desk: 01225 789100.
Making a Formal Complaint
If you wish to raise a formal complaint with the practice then you can do so in writing by emailing your written complaint to bswicb.bathumc@nhs.net or sending a letter in the post to the University Medical Centre, Quarry House, North Road, Bath, BA2 7AY
Time periods for complaints is normally:
12 months from the date on which the event which is the subject of the complaint occurred or 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.
Please note that we have to respect patient confidentiality, therefore if you are complaining on behalf of another person, their written consent is required. Please ask the practice reception team for a third party consent form. If the patient is unable to provide consent please speak with a member of the practice reception team for advice as to how to progress the third party complaint.
We will try to deal with your concerns, give you an explanation and discuss any action that may be needed. We hope that you will feel we have dealt with the matter satisfactorily.
If You Need Further Help with your Complaint
Patient Advice and Liaison Service (PALS)
If you would prefer to speak with someone else outside of the practice team then you can contact the Patient Advice and Liaison Service (PALS)
PALS offer confidential advice, support and information on health-related matters.
What is PALS (Patient Advice and Liaison Service)? – NHS
Bath and North East Somerset, Swindon and Wiltshire Integrated Care Board (BSW ICB)
You can complain directly to the Bath and North East Somerset Integrated Care Board (ICB) by contacting them by telephone at 0300 561 0250
POhWER – Independent Advocacy Service
If you need help from an independent body you may wish to contact an advocacy service. They offer free, independent, confidential advice and support for people making complaints relating to health or social care.
For patients registered with a GP Practice in Bath and North East Somerset then you may wish to contact POhWER. Telephone: 0300 456 2370 or Email: pohwer@pohwer.net
NHS England
You can find more information about making a complaint about NHS services to NHS England here: NHS England » Feedback and complaints about NHS services
Health Services Ombudsman
We sincerely hope that any complaint you have about the practice can be dealt with by those responsible for ensuring patient care and delivery of services within the Practice.
If you are not satisfied with the result of your complaint, you have the right to complain to the Parliamentary Health Service Ombudsman, telephone 0345 015 4033 or for more information this can be found here https://www.ombudsman.org.uk/