Contact the practice

Wellington Road Family Practice

Wellington Road
Yate
South Gloucestershire
BS37 5UY

Out of Hours: 111

Opening Times

Monday	8:30am to 6:30pm
Tuesday	8:30am to 6:30pm
Wednesday	8:30am to 6:30pm
Thursday	8:30am to 6:30pm
Friday	8:30am to 6:30pm
Saturday	Closed
Sunday	Closed

If you need help when we are closed

If you need medical help now, use NHS 111 online or call 111.

NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

Physical accessibility

Disabled parking
Disabled WC
Induction loop
Step free access
Wheelchair access

How to make a complaint

We endeavour to offer the best service possible at all times, but there may be occasions when you feel that you wish to express dissatisfaction.

The purpose of this page is to explain what to do if you have a complaint about the services that Wellington Road Family Practice provides for you.

We offer an in-house procedure to deal with your concerns. The procedure does not deal with matters of legal liability or compensation, but we hope that you will use this process to give us an opportunity of reviewing and, where necessary, correcting any problems that may have arisen or mistakes that have been made.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within twelve months of the incident that caused the problem.

Complaints should be made in writing and addressed to:

Jenny Roberts, Practice Manager

Wellington Road Family Practice

Wellington Road

Yate

BS37 5UY
bnssg.wellingtonroad@nhs.net

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note of authorisation signed by the person concerned will, therefore, be needed and is included in the complaints form available from reception.

If you need help with your complaint

The Care Forum provides free, independent support and assistance to people who on live in South Gloucestershire and who want to make a complaint about an NHS service.

Further information about the NHS Complaints Advocacy Service can be accessed:

On the Care Forum website
By ringing 0808 808 5252

What we shall do

We shall acknowledge your complaint within 3 working days. We will then provide a full written response with findings within 35 working days, although we aim to respond much sooner than this.

When we look at your complaint, we shall aim to:

Find out what happened and why;
Make it possible for you to discuss the problem with those concerned, if you would like this;
Make sure you receive an apology, where this is appropriate;
Identify what we can do to make sure the problem doesn’t happen again and how we can learn from it;
Provide you with a written report detailing how the complaint was considered and the conclusions reached;
Advise you of the appropriate action necessary should you wish to take your complaint further.

Complaining to the Parliamentary and Health Service Ombudsman

If you remain dissatisfied with the response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. This should be done within two months of receipt of our final report. You can contact the Ombudsman at the following address: