NHS Complaints

Every organisation providing NHS services should have a complaints procedure. Optical Practices providing GOS must provide a copy of their complaints procedure, which will explain what a patient needs to do if they wish to complain. 

 

Optical Practices should follow their own complaints procedure – this must comply with the NHS standard. The same complaints procedure can be used for GOS and PES services.

If a patient wishes to complain directly to PES about a community eye care service they should contact: info@primaryeyecare.co.uk

For more information about the PES complaints procedure, please see the leaflet here

 

 

 

Patients should be guided to contact the Hospital to complain if their complaint is about a Hospital service- this includes clinical management, surgery, delays with appointments, etc.

Patients can also use PALS (see below) when complaining about a Hospital matter.

 

Newmedica operate their own complaints procedure which can be accessed at https://www.newmedica.co.uk/complaints

 

Patient Advice and Liaison Services (PALS)

Patients can get help and advice from Patient Advice and Liaison Services (PALS), whose officers are available in most hospitals. They offer confidential advice, support and information on health-related matters to patients, their families and their carers.

Gloucestershire Hospitals NHSFT PALS Service here

PALS Office, Gloucestershire Royal Hospital, Great Western Road, Gloucester, GL1 3NN 

Freephone Tel: 0800 019 3282

E-mail: ghn-tr.pals.gloshospitals@nhs.net

NHS Gloucestershire Integrated Care Board Patient Advice and Liaison Service (PALS) here

Freephone Tel 0800 0151 548 

E-mail: glicb.pals@nhs.net