Whether raising a concern, saying thank you or making a complaint, there are many ways to share your feedback with us.

How to raise a concern or make a complaint

We know that we will not get things right all the time, so if you do have any concerns or complaints, it is important that you tell us as soon as possible. Most problems can be resolved by simply talking to the staff directly involved in your care or the person in charge of the ward or department.

If you don't feel able to speak about your concerns to staff directly, you can get in touch with our PALS team.

Our Patient Advice and Liaison Service (PALS)

PALS will:

  • Help answer your questions about our hospitals and your healthcare
  • Provide impartial information on a range of issues
  • Respond to your queries and concerns
  • Aim to propose resolutions to meet your needs and those of your families and carers
  • Listen to your suggestions for service improvement
  • Provide information and advice on our services
  • Inform you of the formal complaints procedure and help you to get independent advice and support
  • Help the organisation learn from patients’ experiences and comments.

Visit our offices in person:

We have offices at both Cheltenham General Hospital and Gloucestershire Royal Hospital.

  • Gloucestershire Royal Hospital: on the ground floor Tower block entrance opposite the Pied Piper Charity Office.
  • Cheltenham Hospital: on the ground floor on Sandford Road entrance by the Blue Spa Restaurant.

Telephone: 0800 019 3282 (Free phone) or 0300 422 6830 / 6831

Write to us:
PALS Office,
Gloucestershire Royal Hospital,
Great Western Road,

E-mail us: ghn-tr.pals.gloshospitals@nhs.net


If you feel your concerns cannot be resolved by our PALS team, or you would prefer to make a complaint, you can do this in writing or by sending us an email.

What happens after you receive my complaint?

We will acknowledge receipt of your complaint (this can be by email or in writing). We aim to investigate and draft a response to your complaint within 35 working days and once the response has been agreed by everyone involved in the investigation it is sent to the Chief Executive for final sign off.

If for some reason we cannot achieve this, we will keep you informed and explain why. All complaints should be made within twelve months of the episode you are unhappy about. If you are writing on behalf of the patient, please note that their consent will be required. In the case of a complaint regarding a deceased patient, please contact the Complaints Team for advice.

Opening hours

We are open Monday to Friday from 9am to 5pm. Please note we are not open on Bank Holidays.

Telephone us: 0300 422 5777

Fax us: 0300 422 5778

E-mail us: ghn-tr.complaints.team@nhs.net

Write to us:
Complaints team,
Gloucestershire Royal Hospital,
Great Western Road,

How can I receive support with my complaint?

If English is not your first language

Please speak to the staff on the Ward or in the department you are in. They will be able to arrange face to face or telephone interpretation for you.

Alternatively please contact the PALS team on the number above.

Free independent support with your complaint

POhWER provide independent advocacy services to help resolve issues or concerns you may have about your health and well-being or your health and social care services. They can be contacted by:

Email: glosadvocacy@pohwer.net

Telephone: 0300 003 1162 (charged at local rate)

Website: www.pohwer.net

Parliamentary and Health Service Ombudsman (PHSO)

If you have been through the complaints process and remain unhappy with the response you have the right to ask the PHSO to review your case. You can contact the PHSO by visiting www.ombudsman.org.uk or calling the helpline on 0345 015 4033 or in writing to The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.

The PHSO expects the Trust and complainants to have made all reasonable attempts to resolve outstanding issues before they will take any action.

How can I share some positive feedback?

If you would like to tell us when something has gone well, you can;

  • speak personally to the member of staff providing your care and treatment
  • contact PALS who can pass your comment on to the member of staff or teams involved.

Complaints Annual Report 2017/2018

In accordance with the NHS Complaints Regulations (2009) this report sets out a detailed analysis of the number and nature of complaints received by the Trust during the 2017/18 year.