Having your say about health and care services

Comments, compliments or complaints about Adult Social Care

Your views are important; they help Adult Social Care to improve and plan its services. You can give feedback by emailing corporatecomplaintsteam@gloucestershire.gov.uk

There are also cards in council receptions with details of how to give feedback, or you can use the online comment, compliment or complaint form at https://forms.gloucestershire.gov.uk/feedback

If you have a complaint about a service, the first thing you should do is tell the service. This applies whether you pay for your care, or the council funds it.

By law, every care/support service and social care service must have an efficient procedure for dealing with complaints. Ask for a copy of the service’s complaints procedure so that you understand what you must do and how they will deal with your complaint.

Care funded by your local council

If you are not happy with the reply you receive regarding your complaint about a care service, you can take your complaint to Adult Social Care. You will need to follow the complaints procedure – your social worker, care manager or the department itself can explain what to do.

Gloucestershire County Council will work with the provider to try to resolve your complaint and put things right to prevent the same thing from happening again. If you’re not satisfied with the final reply from the care service or Gloucestershire County Council, you can complain to the Local Government and Social Care Ombudsman (LGSCO) at www.lgo.org.uk or call 0300 061 0614.

Complaints about care that you pay for yourself

You can ask the LGSCO to look at your complaint if you are not happy about how a service dealt with your complaint about care/support that you pay for yourself.

Comments, compliments or complaints about NHS services

The Patient Advice and Liaison Service (PALS)

Each NHS Trust has a PALS or a Service Experience Team. PALS teams are a confidential service that provides information and support for patients, families and carers of their families. They can assist with giving compliments or making comments, raising concerns or complaints.

Independent advocacy

If you need support to help you complain about your experiences of the health and social care you have received, you can contact POhWER to see if you are eligible for an independent advocate. This is a free and independent service. Visit www.pohwer.net/gloucestershire, email glosadvocacy@pohwer.net or call 0300 003 1162

Useful contacts

Gloucestershire Health and Care NHS Foundation Trust (PALS)

Web: www.ghc.nhs.uk/get-in-touch/give-us-views

Email: experience@ghc.nhs.uk

Tel: 0300 421 8313

Gloucestershire Hospitals NHS Foundation Trust (PALS)

Email: ghn-tr.pals.gloshospitals@nhs.net

Freephone: 0800 019 3282

NHS Gloucestershire Integrated Care Board (PALS)

Email: glicb.pals@nhs.net

Freephone: 0800 015 1548 • Tel: 01452 566698