Complaints

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this Practice, please let us know. We operate a Practice Complaints Procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.

Complaints Procedure

📝 Practice Complaints Procedure

At Streamside Surgery, we are committed to providing high-quality care and service. If you have a complaint or concern about the service you’ve received from our doctors or staff, please let us know. We follow the NHS complaints procedure, which meets national standards.

📌 How to Make a Complaint

We encourage you to raise concerns as soon as possible—ideally within a few days or weeks—so we can address them effectively.

You can make a complaint:

  • Verbally to the person involved at the time of the issue
  • In writing to the Practice Manager – Steph Celso
  • By appointment to discuss your concerns in person

Timeframe for complaints:

  • Within 12 months of the incident, or
  • Within 12 months of discovering the issue (as long as it’s within 12 months of the incident)

Please be as specific as possible to help us understand and resolve the issue.

🔍 What Happens Next?

Once we receive your complaint:

  • We will acknowledge it within 3 working days
  • We aim to investigate and respond within 6 weeks

During our investigation, we will:

  • Find out what happened and what went wrong
  • Offer you the opportunity to discuss the issue with those involved
  • Provide an apology where appropriate
  • Identify steps to prevent the issue from happening again

👥 Complaints on Behalf of Someone Else

To protect patient confidentiality, we require written consent from the person concerned if you are complaining on their behalf—unless they are unable to provide it due to illness.

⚖️ Your Rights

While we encourage you to use our internal complaints procedure, you also have the right to contact independent services:

🏢 BNSSG Integrated Care Board (ICB)

  • Post: BNSSG Customer Services Team, NHS Bristol, North Somerset and South Gloucestershire ICB, Floor 2 North Wing, 100 Temple Street, Bristol, BS1 6AG
  • Phone: Freephone 0800 073 0907 or 0117 900 2655
  • Email: bnssg.customerservice@nhs.net
  • Website: www.bnssg.icb.nhs.uk

🏛️ Parliamentary & Health Service Ombudsman

  • Post: Citygate, Mosley Street, Manchester, M2 3HQ
  • Phone: 0345 015 4033
  • Website: www.ombudsman.org.uk

Additional Support Contacts

🏥 North Bristol NHS Trust (Cossham & Southmead Hospitals)

  • Advice & Complaints Team (ACT): Beaufort House, Southmead Hospital, BS10 5NB
  • Phone: 0117 414 4569 (PALS) / 0117 414 4567
  • Email: complaints@nbt.nhs.uk

🏥 University Hospitals Bristol NHS Foundation Trust

  • Post: Patient Support and Complaints Team, A201, Welcome Centre, Bristol Royal Infirmary, Upper Maudlin Street, Bristol, BS2 8HW
  • Phone: 0117 342 1050
  • Email: PALSandComplaints@ubht.nhs.uk

🧠 AWP Mental Health Services

🧑‍⚕️ Sirona Care & Health

📞 Contact Us

Website: www.streamsidesurgery.nhs.uk

Phone: 01454 412 167

Email: bnssg.streamside.surgery@nhs.net

Zero Tolerance

The practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.

The practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused.

The staff understands that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the practice list and, in extreme cases, the Police being contacted.

In summary, we will not hesitate to remove patients from our list who:

  • Are violent or abusive to any practice member.
  • Use or condone threatening or violent behaviour.
  • Cause damage/steal from the practice’s premises /staff/patients.
  • Obtain drugs and/or medical services fraudulently.

We ask that you treat all our practice staff courteously at all times.