Feedback and complaints
What you tell us matters.
Our aim is to give you the best possible experience while you use our services, and we strive to exceed your expectations. Our staff are committed to providing you with the highest level of service and care in a way that meets your individual needs.
We would be grateful if you would take the time to complete our feedback form so we can learn from your experience to improve the services we provide.
Please note that all feedback will be anonymised and used for internal quality improvement purposes only, unless you tell us you are happy for this to be used for marketing purposes. All feedback data will be kept in a secure environment in accordance with GDPR (2018).
In some cases, we may wish to contact you to discuss the feedback you have left. Please indicate on the feedback form whether you would like to be contacted or not.
Step One
Many issues can be resolved quickly and easily at the time they arise. If you have any concerns, the first step is to speak with the staff involved, or if they cannot solve the problem, ask to speak with the Department Lead.
Step Two
If you have spoken with the Department Lead but this did not resolve your concerns, you can discuss any issues with our Quality and Assurance Team who will support you with your PALS query or in registering a formal concern or complaint.
The Quality & Assurance Team can be contacted in the following ways:
In writing:
Q&A Team
Sulis Hospital Bath
Foxcote Avenue
Peasedown St John
Bath
BA2 8SQ
Telephone: 01761 422 225
Email: QandA@SulisHospital.com
Step Three
If you have made a formal complaint but feel that your complaint has not been satisfactorily resolved and that further local resolution is not possible, you may ask for an independent review of the complaint investigation and response provided.
Please see below for further details.
STEP 3 - Independent Review
For NHS patients, this service is provided by the Parliamentary and Health Service Ombudsman who can be contacted using the following details:
In writing:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
Online: www.ombudsman.org.uk
Telephone: 0345 015 4033
For Private (Insured) and Self-Pay patients, this service is provided by the complaints manager at the Royal United Hospital (RUH) who will provide an independent ‘Stage 2 review’ into the concerns raised and the response provided.
In writing:
Complaints Manager
Royal United Hospitals Bath NHS Foundation Trust
Combe Park
Bath
BA1 3NG
Telephone: 01225 821655
Email: ruh-tr.complaints@nhs.net
For Private (Insured) and Self-Pay patients, if you remain dissatisfied following the Stage 2 review, the next step is to raise your concerns with the Independent Sector Complaints Adjudication Service (ISCAS). For more information about ISCAS you can visit their website: https://iscas.cedr.com or contact them through the channels below:
Telephone: 020 7536 6091
Email: info@iscas.org.uk
For more information you can download our Patient Feedback and Complaints Leaflet.