Making a Complaint

Making a complaint about health and care services in Somerset

NHS & Social Care Complaints

The right to complain about unsatisfactory service is a key consumer right. The NHS constitution makes a pledge to encourage and welcome feedback on health and care experiences and to use this feedback to improve services.

We know that it is not always easy to find the information you need to make a complaint so below is our guide to making health and care complaints in Somerset, which you can find below.

If you need any further information please do not hesitate to contact us

Guidance & Practical Resources

Advice on making a complaint

Healthwatch England has worked with Citizen’s Advice to produce a series of guides to help you make a complaint or raise a concern about health and care services. You can find out more about what’s involved in making a complaint and see what your next steps might be.

There are tips, tools and practical resources to support you to make an effective complaint.

Contact us if you need more information about this service.

Making a complaint

Guidance & practical resources from Citizen’s Advice

Advocacy Support & Guidance

Independent Health Complaints Advocacy

SWAN Advocacy
SWAN is the Independent Health Complaints Advocacy Network and provides advice and support for people wishing to complain, or who have already complained about services provided by the NHS. It is a free and impartial service.

Swan Advocacy
Hi Point
Thomas Street
TAUNTON
TA2 6HB

Telephone: 03333 447928

Email: somerset@swanadvocacy.org.uk

For health services

Access support from SWAN Advocacy

Somerset Independent Advocacy Service

Somerset Advocacy
Somerset Advocacy is an independent, not for profit organisation based in Taunton, providing a countywide advocacy service for vulnerable people who require support to have a “voice” in their lives.  Their staff team specialise in working with people who have communication difficulties, and also specialise in working with people who have autistic spectrum disorder, cognitive difficulties, victims of abuse, parents who have learning difficulties, people who have profound and multiple learning difficulties, and many more vulnerable individuals.

Somerset Advocacy
The Albemarle Centre
Albemarle Road
TAUNTON
TA1 1BA

Telephone: 01823 322900

Email: admin@somersetadvocacy.org.uk

For vulnerable people

Access support from Somerset Advocacy

Where To Direct Your Complaint

Local Contact Information

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Below are the key contacts should you wish to raise a concern or make a formal complaint about a service you have recieved from one of the local NHS Trusts, the Clinical Commissioning Group or Somerset Council.

In order to resolve your complaint effectively you should try to discuss your issue with the relevant local healthcare professional or care manager before making your complaint official.

NHS Health Complaints

Patient Advice & Liaison Service

Patient Advice & Liaison Service

Block 51
Musgrove Park Hospital
TAUNTON
TA1 5DA

Office opening hours:
Monday to Friday 8.30am to 4.30pm

Telephone: 01823 343536

Patient Advice & Liaison Service

Patient Advice & Liaison Service

Level 3
Yeovil District Hospital
Higher Kingston
YEOVIL
BA21 4AT

Office opening hours:
Monday to Friday 9am to 5pm

Telephone: 01935 38470

Complaints and PALS Team

Complaints and PALS Team

Somerset Clinical Commissioning Group
Wynford House
Lufton Way
YEOVIL
BA22 8HR

Office opening hours:
Monday to Friday 9am to 5pm

Telephone: 08000 851067

Mental Health Complaints

Social Care Complaints

Patient Advice & Liaison Service

Patient Advice & Liaison Service

Somerset Partnership
Mallard Court
Express Park
Bristol Road
BRIDGWATER
TA6 4RN

Office opening hours:
Monday to Friday 9am to 5pm

Telephone: 01278 432022

Comments, Compliments, Complaints

Comments, Compliments, Complaints

Customer Contact
Somerset County Council
FREEPOST NAT 9109
TAUNTON
TA1 4ZA

Office opening hours:
Monday to Friday 9am to 5pm

Telephone: 0300 123 2224

Help

If you need guidance on how and where to direct a complaint, get in touch with Healthwatch Somerset

My complaint still hasn't been resolved

If after going through the complaints process you are still unhappy with the response you have received, the next route you can take depends upon what service your complaint is about.

Health Complaints

Parliamentary and Health Services Ombudsman

Telephone: 0345 015 4033

Opening Hours: Monday-Friday 8.30am-5.30pm

Visit the website

Social Care Complaints

Local Government Ombudsman

Telephone: 0345 015 4033

Opening Hours: Monday-Friday 8.30am-5.30pm

Visit the website

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