Information on how to give feedback is available at all clinics, in the Feedback and Complaints Policy leaflet and below. We will do everything we can to resolve your concerns or complaints and rectify mistakes. We use client feedback to evaluate, develop and improve our services. It is important for us to know what we do well, so that we continue to do it right. We also want to know if things are not working quite as they should, so we can improve.
There are lots of ways to share your feedback
- Speak to a senior member of staff or the clinic manager at any time - if your feedback is negative, this is often the best route to an immediate solution
- Contact BPAS’ Patient Experience Team or call: 03453655050 or email: youropinioncounts@bpas.org
- Complete an online satisfaction survey (we will email the link if you have agreed that we may do so)
- Rate your experience via www.nhs.uk
Making a formal complaint
Who can complain
Anyone can complain about their own personal treatment experience, or the care we gave to a friend or family member. However, we must protect our patients confidentiality and will not share information before confirming the complainant is our patient, or without obtaining the permission of our patient, if a family member or friend is submitting the complaint. To give us the best opportunity to fully investigate your complaint, it should be made within 12 months of the incident or as soon as you become aware. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.
How do I make a formal complaint
Write to:
BPAS Patient Experience Team,
Orion House,
2 Athena Drive,
Tachbrook Park,
Leamington Spa,
CV34 6RQ
Or email: youropinioncounts@bpas.org
The person treated must sign the letter and confirm their safe word, for us to check their identity and protect their privacy.
If it is difficult for you to make a written complaint, you can make a verbal statement. This will be typed up and sent to you to confirm it is an accurate record (by signing and returning it). Telephone: 03453655050 for assistance.
If your complaint relates to an information breach, or an alleged information breach, it will be reported to the BPAS Data Protection Officer immediately.
What to expect if you submit a formal complaint
Our commitment to you:
- We aim to resolve the issue you raise or explain why the situation occurred
- We will focus on your individual emotional and clinical needs, regardless of the nature of your complaint
- We will be fair, accountable, open, and act with integrity
The outcome of your complaint
If you are satisfied with our response:
We will close your case and use your feedback to evaluate our services.
If you are unhappy with the outcome of your complaint:
It can be reviewed by an appropriate Executive and a new response will be sent
If you are still not satisfied
NHS funded clients can refer the matter to the Parliamentary and Health Service Ombudsman. Millband Tower, Millbank, London SW1P 4QP. Telephone 03450154033.
Private clients can refer the matter to the Independent Sector Complaints Adjudication Service), 70 Fleet Street, London, EC4 1EU. Email: info@iscas.org.uk. Telephone 0207536 6091
Welsh clients can refer the matter to the Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ. Telephone 0300 790 0203
Who can help you to make your complaint
The BPAS Patient Experience Team can offer support to you
If your treatment was self-funded
Citizens Advice may offer information and advice on how to complain www.citizensadvice.org.uk
If your treatment was funded by the NHS
You could make a formal complaint to your local Clinical Commissioning Group. Contact details can be found at www.nhs.uk (or ask a BPAS staff member). Your local Healthwatch offers free independent advice too. See www.healthwatch.co.uk for details, email: enquiries@healthwatch.co.uk or telephone 0300683000
GPs, Commissioners or health professionals can make a complaint on behalf of the patient. The complaint will be dealt with in accordance with the standard complaints process outlined in the flowchart above. We also have a legal duty to protect the confidentiality of our client, for more information, please refer to the Commissioning led complaint process.
Could you please help us?
We need to hear your voice to improve services for our patients.
Your story can be incredibly powerful. We need to hear your voice to improve services for our patients.
We want to listen to you and learn from your experience, whether positive or negative. The feedback you give will help us make positive changes where needed and also praise our staff for good care. Your feedback could help us to make changes which could benefit you in the future, other patients, or even your own family and friends.
We are encouraging as many of our patients as possible to share their experiences of BPAS with us.
There are 2 ways you can help us:
1. Become a Patient Representative:
Patient Partner’s represent our patients by discussing their views on services.
Could you help by telling us what was good, where we can make improvements and contribute to the conversation?
You will be helping us by:
- Acting as the voice for patients, ensuring their concerns, questions, and needs are communicated effectively to us
- Working closely with us, to enhance patient satisfaction
- Helping create new areas of care with BPAS
As a patient representative you will have a dedicated go to person from BPAS to work with.
If you would like to find out more, please contact the BPAS Lead for Quality and Patient Experience, Gail Rowley, via: youropinioncounts@bpas.org
2. Tell us your story:
We share patient stories internally and they are always told anonymously.
You can email your story directly to us or, complete this form
Many thanks from the Patient Experience Team
Email: youropinioncounts@bpas.org.