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'active'. For information about local healthcare services please visit the new Gloucestershire Primary Care Trust (PCT) website at www.glospct.nhs.uk
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The Cotswold & Vale Primary Care Trust believes that all patients have the right to complain if they are not satisfied with the service they receive. In addition to all the mechanisms for involving patients and the public in order to seek their views, we also have a robust complaints procedure.
If you are not happy with any aspect of the NHS the first step is to contact the local organisation you are unhappy with (e. g. the hospital, GP surgery or dentist) to try to resolve your complaint. They may offer to bring in a conciliation service - this can often help to resolve complaints more quickly and amicably. This service may be provided by the Patient Advice and Liaison Service (PALS) (see below) or the Independent Complaints and Advocacy Service (ICAS).
If you remain unhappy please contact the Trust's Complaints Manager, who will be able to explain the options available to you and provide you with information.
For more information, please contact the Trust's Complaints Manager by writing to:
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The Complaints Manager
Cotswold and Vale Primary Care Trust
Berkeley Hospital
Maybrook Street
Berkeley
Gloucestershire
GL13 9BL
Telephone 01453 562003
Fax 01453 811714
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The Complaints Manager also receives and records compliments and comments made about services provided by the Trust.
The Trust has also published a Complaints Policy and Procedure, which sets out the NHS complaints procedure. There is also a complaints leaflet. All of these publications are available from the Complaints Manager.
The Patient Advice and Liaison Service (PALS) provides information and support for patients, their families and carers, who are receiving NHS services; advice and facilitates informal resolutions to concerns raised. Information about the PALS service can be found on their website.
Statistical and anonymised information about complaints is published in the Trust's Annual Report. The Trust Board also receives regular quarterly reports on complaints and the PALS service and Annual Reports on Complaints and the PALS service.
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The published information is available on the Trust's website or by contacting:
The Publication Scheme Co-ordinator
Trust Headquarters, Cirencester Hospital,
Tetbury Road,
Cirencester,
Gloucestershire GL7 1UY,
Telephone 01285 884694
Email CVPCT.Freedom@glos.nhs.uk |
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Some of this information is of a personal and confidential nature and will be excluded, as will any other confidential material. Material relating to the health and safety of specific individuals, as to law enforcement or criminal and regulatory enforcement or audit issues, material intended for future publication and commercial information under certain circumstances may also be excluded from publication.
There may be circumstances where material cannot be released because the appropriate officer of the Trust has taken the view that it may be prejudicial to the conduct of public affairs.
Some information will be withheld, including personal, confidential information about individuals which is protected by the Data Protection Act 1998.
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