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Complaints

Complaints

Making a formal complaint

If you feel that your concerns have not been addressed adequately or you feel strongly that you wish to proceed with a Formal Complaint then please write to us as detailed below. Musgrove is guided by the NHS regulations for complaints management (most recently updated on 1 April 2009).
If you want to make a complaint but require 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 (see SWAN below for details).
Stage one – local resolution
The hospital has a dedicated Complaints Manager to deal with formal complaints.
Please submit your complaint to us in writing (see Contacting PALS) so that we can be sure that we understand all of your concerns).
  • Tell us what your expectations are and your desired outcome (we will ask you about this when we acknowledge your complaint).
  • A written response will be provided, however, if it is appropriate, and you agree, we can arrange for you to meet and discuss your concerns with the staff who have been involved with your care (this can often help to resolve a complaint quickly).
  • We will investigate your complaint and agree with you the estimated response date depending on the complexity of your concerns. 
  • If all options to resolve the complaint locally have been exhausted you can request that the Parliamentary & Health Service Ombudsman (PHSO) undertakes an independent review of your complaint.
Stage two – Parliamentary & Health Service Ombudsman (PHSO)
The PHSO provides a service to the public by undertaking independent investigations into complaints where the NHS has not acted properly or fairly or has provided a poor service.
In most cases the PHSO will not investigate a complaint unless it has already been made to the hospital and all options of resolution have been exhausted.
The PHSO has consultant nursing and medical staff who will provide expert clinical opinion and will assist the PHSO in making any recommendations to the hospital in the event that they decide to take up your case.
Parliamentary & Health Service Ombudsman (PHSO), Millbank Tower, Mllbank, London, SW1P 4QP. 
Tel: 0345 015 4033.  Email: phso.enquiries@ombudsman.org.uk  Website: www.ombudsman.org.uk
SWAN Advocacy, Hi Point, Thomas Street, Taunton. TA2 6HB
Tel: 03333 447 928  Email: somerset@swanadvocacy.org.uk  Website: www.somerset-ias.org.uk