Complaints & Advocacy

Making a complaint about health and care services in Gloucestershire

NHS and social care complaints: Your rights

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 you can find our guide to making health and care complaints in Gloucestershire.

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

Share your views

Tell us about a recent experience – good or bad

Guidance and practical resources

Advice on making a complaint

Healthwatch England has worked with Citizens Advice to produce a series of guides to help you make a complaint or raise a concern about health and social 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 and resources from Citizens Advice

Advocacy support and guidance

Independent Health and Social Care Advocacy

If you need support and guidance through the process of making a complaint about your NHS health care, you can contact POhWER.

POhWER deliver a combination of statutory advocacy roles for people who live in Gloucestershire:

  • Independent Care Act Advocacy (ICAA)
  • Independent Mental Capacity Advocacy (IMCA)
  • Independent Mental Health Advocacy (IMHA)
  • Independent Health Complaints Advocacy (IHCA)
  • Relevant Person’s Representative (RPR)

POhWER can support and guide you through the process of making a formal complaint.  An advocate patiently listens to you, helps you to understand and explains your options and choices.  The POhWER advocate ensures you have the support you need to make an informed choice and get the help and support you need to complain about NHS health or social care services.  The service is free, independent and confidential.

Gloucestershire Independent Advocacy Leaflet

Access independent advocacy services from POhWER

BeHeard – Advocacy for Children and Young People in Gloucestershire

Barnardo’s in Gloucestershire is contracted to offer advocacy support to all young people aged 10 and over who are:

  • subject to Child Protection Conferences
  • in care from aged 4-21 (25 if still in education)
  • with disabilities
  • Care Leavers
  • wishing to make a complaint about a service from social care

Advocates provide short term task-centred advocacy to ensure a young person’s voice is heard when plans and decisions are being made about them.

BeHeard Advocacy Service Leaflet

Drug, Alcohol and Substance Misuse Advocacy

Caring for Communities and People (CCP) exists to improve the lives of children, young people, families and vulnerable adults who have multiple and complex needs. Their priority is to those who have been excluded or have excluded themselves from mainstream services.

CCP work in partnership with the person and other agencies to empower clients with substance misuse to change their lives for the better and to become determined and independent individuals.  The overall aim of Advocacy is to equip service users with the tools to own the process, from knowledge of their own rights, making their own decisions, to representing themselves.  The service is free, independent and confidential.

Access independent advocacy services from CCP

Where to direct your complaint

Local contact information

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

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

NHS health complaints

Patient Advice & Liaison Service

Patient Advice & Liaison Service

PALS office
Gloucestershire Royal Hospital
Great Western Road
GLOUCESTER
GL1 3NN

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

Telephone: 0800 019 3282

Patient Advice & Liaison Service

Patient Advice & Liaison Service

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

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

Telephone:0300 421 8313

Patient Advice & Liaison Service

Patient Advice & Liaison Service

Sanger House
5220 Valiant Court
Gloucester Business Park
Brockworth
GLOUCESTER
GL3 4FE

Office opening hours:
Monday to Friday answering service

Telephone: 0800 0151 548 or 01452 566698

Social care complaints

Adult Social Care

Adult Social Care

Complaints Manager (Adult Social Care)
Complaints Team
Gloucestershire County Council
Shire Hall
Westgate Street
GLOUCESTER
GL1 2TG

Office opening hours:
Monday to Friday 8.30am to 5pm

Telephone: 01452 427 082 or 01452 426 539

Children and Young People's Services

Children and Young People's Services

Complaints Manager (Children’s Services)
Complaints Team
Gloucestershire County Council
Shire Hall
Westgate Street
GLOUCESTER
GL1 2TG

Office opening hours:
Monday to Friday 8.30am to 5pm

Telephone: 01452 427 082 or 01452 426 539

Need help?

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

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 final route you can take depends upon what service your complaint is about.  The Ombudsman services are free, fair and independent.

Health complaints

For complaints that have not been resolved by the NHS in England and UK government departments and other public organisations.

Office opening hours: Monday-Friday 8.30am-5.30pm (except public holidays)

Telephone: 0345 015 4033

Social care complaints

For complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services.

Office opening hours: Monday-Friday 8.30am-5.00pm (except public holidays)

Telephone: 0300 061 0614