Contact us on:
01934 881332Complaint Information
If you wish to make a complaint
If you are unhappy with the service you have received, please let us know. You are entitled to make a complaint and this will be treated confidentially. Be assured you will not be discriminated against because of making a complaint. We will endeavour to contact you within 2 working days and aim to respond in full within 20 working days. If the complaint involves a partner organisation, then this may take up to 60 days due to complexity.
A complaint needs to be made within 12 months of the event complained about.
For patients who wish to complain specifically about an element of care from Somerset Surgical Services, this will need to be done directly via the SSS team, who can be contacted on: 01934 881327.
If you are sure that your concerns are only related to Bristol NHS Foundation Trust you may wish to contact the Hospital Trust directly:
Patient Advice and Liaison Service (PALS) and Complaints Team | Bristol NHS Foundation Trust
Tel: 01934 647004
Patients who are unhappy with the outcome of their complaint can refer the matter to:
The Parliamentary and Health Service Ombudsman is independent of the NHS and government.
To make a complaint, visit the website: Parliamentary and Health Service Ombudsman
Email: OHSC.Enquires@ombudsman.gsi.gov.uk
Tel: 0345 015 4033
Post: The Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
If you have hearing or speech problems, you can use a textphone (minicom) on 0300 061 4298. (Calls to these numbers cost the same as a call to a UK landline.) You can also call using Text Relay.
Independent Complaints Advocacy
A health complaints advocacy service is completely independent of the NHS and can offer a Complainant additional help and support.
Examples of local advocacy services include:
- The advocacy People
- Swan Advocacy
- POWhER
A link to the NHS Choices webpage on advocacy, with links to a range of services is included below:
How to log a complaint
You may wish to tell a member of staff or the person in charge how you feel about your care or the service. Any member of staff will assist you with any queries. If they cannot resolve the problem, they will seek help on your behalf from someone who can. Your initial complaint should be to our Administration Manager.
If you wish to make an informal or formal complaint or make a positive comment then you can telephone, email, or write to the Director of Operations at Somerset Surgical Services, using the details below:
Kim Webb
Director of Operations
Somerset Surgical Services
Weston General Hospital,
Grange Road, Uphill,
Weston-super-Mare,
Somerset,
BS23 4TQ
Email: Kim.webb@nhs.net
Telephone: 01934 881327
Frequently Asked Questions
A complaint can be made by a patient or person affected or likely to be affected by the actions or decisions of Somerset Surgical Services. A complaint can also be made by someone acting on behalf of the patient or person as long as they have the patient’s consent which should be documented and signed.
You should normally complain within 6 months of the event that you have concerns about. However the complaints procedure can’t give you compensation or discipline staff.
Your initial complaint should be made to the Administration Manager at Somerset Surgical Services. In order to answer or investigate your complaint, your concerns will be shared with the appropriate team member, which may include our staff or staff at partner facility providers.
Somerset Surgical Services will send you an acknowledgement within 2 working days to confirm we have registered your complaint. We shall then take appropriate steps according to the concerns and this may include a meeting and / or a formal written response within 20 working days with the outcome of the investigation. If a joint response is required from SSS and the host hospital, this may take up to 35 working days.
Please contact the lead person in your correspondence to explain why you are not satisfied. We will look again at your concerns to try and resolve your outstanding issues.
Independent help and advice is also available for patients wishing to complain about the care and services they have received.
The health service ombudsman can review your complaint and decide whether to assist you with the complaint and resolution process.
- The Health Service Ombudsman
- Millbank Tower
- Millbank
- London
- SW1P 4QP
- Telephone – 08450154033
- Email – OHSC.Enquires@ombudsman.gsi.gov.uk
The Care Quality Commission (CQC)
The CQC is unable to review complaints for you or take them up on your behalf. The only exception to this is for people whose rights are restricted under the Mental Health Act.
Should you decide to take this action prior to complaining to Somerset Surgical Services we would not then be able to process your complaint. Litigation negates the investigation of the complaint process.
Somerset Surgical Services Limited are registered to provide care by the Care Quality Commission.
Our last inspection (2017) rated the services at Somerset Surgical Services as ‘Good’. To view the full report please visit:
How we can help - Specialities
Consultant Team
Somerset Surgical Services have several clinic locations in well known established Health Centres.
Our Consultants
