BFG Health Service feedback

We hope that most problems can be resolved locally and informally. If you have any concerns about the care you received, it is best to sort it out straight away by speaking to a member of staff.

• If the complaint you wish to make is about Primary or Community Care you can ask any member of staff to direct you to the person responsible for complaints – usually the Practice Administrator.
• If you are an inpatient in a hospital, the best person to speak to is the Hospital Liaison Officer (HLO). The HLOs are fluent in English and German and can help resolve the matter, on your behalf.
• If you are a hospital outpatient, you should speak to the hospital staff. We have arrangements in place for the HLO to be made aware of the complaint and take immediate action taken to resolve it.  

Taking it further:

If you still have concerns and feel your concerns have not been dealt with adequately, you can raise your issue in writing.

For Primary or Community care, (given at your local medical centre) you should write to your Regional Group Practices Manager:

For Hohne, Fallingbostel and Celle medical centres:

Rosa Waddingham 
Group Practice and Locality Manager
BFG Health Service
MB20 c/o Medical Centre
Haig Barracks  
BFPO 30

Tel: (Civ) 05051 962 2508
Tel: (Mil) 77 2508

For Gütersloh, Herford, Bielefeld and Münster medical centres:

Yvonne Stevens
Locality Manager, Gutersloh Region
BFG Health Service
Medical Centre
Bld 34 Mansergh Barracks
BFPO 113

Tel: (Civ) 0049 (0)5241 843882
Tel: (Mil) 73-3882

For Sennelager, Paderborn, Detmold and Hameln medical centres
Sharon Fox
Regional Group Practices Manager - Paderbron
BFG Health Service
John Farmer Centre
Normandy Barracks
BFPO 16

Tel: (Civ) 05254 982 2974
Tel: (Mil) 79-2974

For JHQ and Elmpt medical centres
Pat Mahoney
Regional Group Practices Manager
BFG Health Service
JHQ Medical Centre
BFPO 40

Tel: (Civ) 0049 (0) 2161 472 2563
Tel: (Mil) 948 72 2563

To email your complaint, please write to: BFGHealthSvcs-feedback@mod.uk

For Hospital (Secondary Care) issues you need to write to the GSTT Hospital Operations Manager:

For Viersen (local DGP for JHQ and Elmpt)
Hospital Operations Manager
3rd Floor Personalwohnheim
AKH Viersen
Hoserkirchweg 63
41747 Viersen

Tel: 0511 289 2477

For Klinikum Osnabrück and Evangelisches Krankenhaus, Bielefeld (local DGPs for Bielefeld, Gutersloh, Herford and Hameln)
Hospital Operations Manager
Regional Admin Office
Gilead Hospital
BFPO 39

Tel: 0521 772 77289

For St Vincenz Krankenhaus (local DGP for Paderborn and Bad Lippspringe)
Hospital Operations Manager
St Vincent Krankenhaus
Am Busdorf 2
33098 Paderborn

Tel: 05251 86 1006

For Krankenhaus der Henriettenstiftung (local DGP forHannover, Celle, Hohne and Fallingbostel)
Hospital Operations Manager
DK Henriettenstiftung
Marienstr. 72-90
30171 Hannover

Tel: 0511 289 2477

You may find the following advice helpful if you are making a formal written complaint:

• Write to us as soon as possible after the event. This makes it easier for everyone involved to remember what happened, and helps us answer your complaint quickly.
• Give as much information as you can, including your name, the name of the nurse or doctor caring for you, the ward name. This will ensure we can investigate your complaint more effectively. Do not forget to include your telephone number so we can contact you again and your address so a written reply can be sent to you directly. 
• If you are raising more than one concern, it helps to number each of the different points you are making. This will ensure we understand all of your concerns.