Patient Feedback and Complaints Procedure

Patient Feedback:

“Somerton house surgery is excellent. Whether it’s the receptionists, phlebotomists, nurses or GPs you are dealing with, they are always polite and very helpful and understanding xTHE best surgery !!!”


“I want to say thank you to Dr Evans for being amazing and doing everything she could for me and my psoriasis. I’m so grateful and to the lady as well who I spoke to in the pharmacy department. You don’t understand what your help and care means to me. Thank you”


“I have moved into the area and joined the surgery a few months ago. Reception staff have been excellent, the doctors and nursing staff who have seen me have been kind, caring and knowledgeable. Thanks to all the team, keep up the good work, its been a hard few years for all GP practices and joining you mid 2021 I have felt well informed of staffing issues and updates relating to covid procedures. Registration was simple and quick, and it’s been a great relocation”.


“I wanted to offer some feedback about how impressed I have been with your care of an LD patient with severe Autism and associated Learning Disabilities and challenging behaviour. This gentleman has always struggled to access healthcare services and has had very poor experiences of primary care in the past, despite having a number of ongoing health issues that require ongoing management and treatment. We moved the patient to Somerton House due to the expertise of GP’s supporting patients with more complex needs, in other challenging behaviour settings. Since moving this patient, I feel that his needs have been identified and well managed. All available reasonable adjustments have been made, and he has been offered home visits without question. To date he has received all Covid and Flu vaccinations and more recently a blood test, which is amazing, as this has not ever been attempted or achieved in the community before. This has led on to treatment for an underlying health issue which would have been unknown without these bloods taking place.


Dr Evans has approached this gentleman with nothing but positivity and compassion, she has kept everyone involved, well informed of his care and treatment and consulted on things which could lead to concerns or poor care of a vulnerable patient. Above all staff at Somerton House have achieved things that previously no-one has even tried to attempt, and this has only improved the health outcomes for the patient. I wanted to flag this, as we strive for the best possible care for people with Learning Disabilities. This is an example of excellent care and I wanted to thank Dr Evans and all staff involved for providing this gentleman the service he deserves with the adjustments required to ensure healthcare is accessible for all.”






We try our best at all times to meet patients needs, but welcome any constructive comments, suggestions or complaints.

Please read the information leaflet giving information on how to complain:

If your complaint has been investigated by the practice and you are not happy with how
the practice has handled this then you may consider contacting the following advice

NHS Bath and North East Somerset Clinical Commissioning Group Patient Advice and
Liaison Service (PALS)

PALS is impartial and will work with you to try to resolve a difficulty or problem and can act on your behalf if you wish.  We will discuss with you the best ways to resolve your concerns or problems and will agree with you what action to take for your individual circumstances, contact us on:

Freephone: 0300 013 4762
Address: PALS and Complaints Manager, NHS Bath and North East Somerset Clinical
Commissioning Group, 1 st Floor, Kempthorne House, St Martin’s Hospital, Clara Cross Lane, Bath BA2 5RP.

NHS England

By post to: NHS England
PO Box 16738
B97 9PT
By email to:

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am.

Health Services Ombudsmen

Telephone: 0345 015 4033
Textphone: 0300 061 4298
(open 8.30am – 5.30pm, Monday to Friday)