If you wish to make a complaint to the NHS Gloucestershire Integrated Care Board you can either contact the Patient Advice and Liaison Service (PALS) or write to us using the contact details below.

You have the right to make a complaint about any aspect of NHS care, treatment or services, and this is written into the NHS Constitution.

From 1st July 2023, the way you make a complaint about primary care services in Gloucestershire to the commissioner is changing.

There are two ways you can make a complaint:

1. You can complain to the healthcare provider directly. This is the organisation where you received the NHS service, for example, a GP practice or dental surgery.

2. After 1st July if you want to make a complaint about primary care services to the commissioner you will now contact NHS Gloucestershire Integrated Care Board instead of NHS England.

You can do this by:

Email: glicb.pals@nhs.net
Telephone: 0800 0151 548

Or in writing:
Mary Hutton, Chief Executive
NHS Gloucestershire Integrated Care Board
Shire Hall
Westgate Street
Gloucester
GL1 2TG

Members of the public with ongoing complaints received on/after 1 July 2023 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2023 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.

We aim to acknowledge complaints in writing (email or letter) within three working days of receipt and to resolve any concern efficiently and effectively within a timescale agreed with you. It is very helpful if you can provide us with a telephone number when you contact us so that we can talk to you about your feedback and agree the best way forward.

Our complaints policy can be found here.


Contacting the right team

Unfortunately, we are unable to investigate concerns relating to organisations that provide healthcare services. These include:

  • Gloucestershire NHS Trusts (Gloucestershire Hospitals NHS Foundation Trust and Gloucestershire Health and Care NHS Foundation Trust)
  • Patient Transport providers
  • NHS 111 services
  • Private providers

It is the responsibility of the service you have concerns about to investigate and address your issues directly. Please refer to the relevant section below:

Contact Gloucestershire Health and Care NHS Foundation Trust:

Post:
Patient and Carer Experience Team,
FREEPOST RSKC-CSKU-KRZX,
Edward Jenner Court,
1010 Pioneer Avenue,
Gloucester Business Park,
Brockworth,
Gloucester,
GL3 4AW

Email: experience@ghc.nhs.uk
Website: https://www.ghc.nhs.uk/get-in-touch/give-us-views/

Tel: 0300 421 8313

Contact Gloucestershire Hospitals NHS Foundation Trust:

Post:
Gloucestershire Hospital NHS Foundation Trust (GHNHSFT),
Complaints Department,
Great Western Road,
Gloucester,
GL1 3NN

Email: ghn-tr.complaints.team@nhs.net
Alternate: ghn-tr.pals.gloshospitals@nhs.net

Tel: 0300 422 5779 (Complaints team)
Tel: 0800 019 3282 (PALS team)


Independent Health Complaints Advocacy (IHCAS)

Independent Health Complaints Advocacy is provided in Gloucestershire by POhWER Advocacy. This service supports people who wish to make a complaint about the service they have received from NHS providers.


Parliamentary and Health Service Ombudsman (PHSO)

The Ombudsman makes final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other public organisations. They do this fairly and without taking sides. Their service is free. Further details can be found on the PHSO website.


More information