We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint, please put this in writing for the attention of the Practice Manager and either drop it into the Practice or by post to:
Charlotte Keel Medical Practice
Seymour Road, Bristol
BS5 0UA

We endeavour to acknowledge your complaint within 48 hours and we aim to reply within 4-6 weeks.   Depending on external factors, this can sometimes take longer.

If you are not satisfied with our response you may want to look at contacting the local NHS advocacy service The Advocacy Service info@theadvocacypeople.org.uk  tel 0330 440 9000

If you are ultimately not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman who make final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use. To take your complaint to the ombudsman visit http://www.ombudsman.org.uk/make-a-complaint or call 0345 015 4033.

If you need support in writing a complaint letter, the following can provide support:

- The Advocacy Service info@theadvocacypeople.org.uk  tel 0330 440 9000

- POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER's support centre on 0300 456 2370 for advice.
 

- The Advocacy People gives advocacy support. Call 0330 440 9000 for advice or text PEOPLE to 80800 and someone will get back to you.
 

- VoiceAbility gives advocacy support. Call their helpline on 0300 303 1660 for advice or use VoiceAbility's online referral form.

- Contact your local Age UK to see if they have advocates in your area. www.ageuk.org.uk/services/in-your-area or call 0800 055 6112.

- Social Services Support