Complaints

We welcome all feedback, both good and bad. Your feedback helps us improve our services.

When we receive a complaint, we will:

• look carefully at what happened
• explain what should have happened and what actually happened
• check any guidance, policies, or procedures that apply
• take steps to put things right and explain what actions we have taken or will take.

Our complaints process cannot look at staff disciplinary matters, remove a clinician’s registration, or review treatment that was paid for privately unless it was funded by the NHS.

Your complaint will not be added to your medical records and will not affect your care in the future.

We are committed to learning from complaints. We may share complaints in an anonymous way with our Trust Board, ward teams, and safety meetings. This helps us learn and make improvements.

If your complaint is urgent, or if it is about someone who is currently in hospital, please speak to the service manager or ward team as soon as possible. They may be able to resolve your concerns straight away. If you are not sure who to speak to, please ask.

We would like to hear your complaint in your own words. Some people choose to use Artificial Intelligence (AI) tools to help with writing. While this can be helpful, AI‑generated text can sometimes be too complex or include legal wording that is not needed. This can make it harder for us to understand your concerns and may delay our response.

The Parliamentary and Health Service Ombudsman (PHSO) has shared helpful prompts for patients and families who choose to use AI tools.

The PHSO provides a service to the public by undertaking independent investigations into complaints where a local resolution has not been achieved. The PHSO has nursing and medical staff who consult on cases and will provide expert clinical opinion to assist the PHSO in making any recommendations to the hospital. Please see visit the PHSO website for full details.

Phone 0345 015 4033 or email: phso.enquiries@ombudsman.org.uk

Postal address:

Parliamentary AND Health Service Ombudsman (PHSO), Millbank Tower, Millbank, London, SW1P 4QP

If you want to raise a concern with either PALS or the Formal Complaints team but require independent support or advocacy from a source external to the hospital, SWAN Advocacy can help you. SWAN can help you write letters and will attend meetings at the hospital with you. Please see visit the SWAN website for full details.

Phone 03333 447 928 or email: somerset@swanadvocacy.org.uk

Postal address:

SWAN Advocacy, Hi Point, Thomas Street, Taunton, Somerset, TA2 6HB