NHS Complaints

Every organisation providing NHS services should have a complaints procedure. Optical Practices providing GOS must provide a copy of their complaints procedure, which will explain what a patient needs to do if they wish to complain. 


Optical Practices should follow their own complaints procedure - this must comply with the NHS standard. The same complaints procedure can be used for GOS and PEG services.

If a patient wishes to complain directly to PEG about a community eye care service they should contact: clinical@peglos.org.uk.

The Optical Practice should also report the complaint via Optomanager.

For more information about the PEG's complaints procedure, please view the launch pack at HTTP://www.peglos.org.uk/information/information-for-optometrists/downloads/


Gloucestershire Hospitals have their own complaints procedure which can be found at https://www.gloshospitals.nhs.uk/contact-us/

Patients should be guided to contact the Hospital to complain if their complaint is about a Hospital service- this includes clinical management, surgery, delays with appointments, etc.

Patients can also use PALS (see below) when complaining about a Hospital matter.


Newmedica operate their own complaints procedure which can be accessed at https://www.newmedica.co.uk/complaints


Patient Advice and Liaison Services (PALS)

Patients can get help and advice from Patient Advice and Liaison Services (PALS), whose officers are available in most hospitals. They offer confidential advice, support and information on health-related matters to patients, their families and their carers.

More information about PALs can be found here https://www.gloucestershireccg.nhs.uk/about-you/complaints-compliments-concerns/

Telephone:  0800 0151 548 (Free phone)

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

E-mail: glccg.pals@nhs.net