PRACTICE COMPLAINTS PROCEDURE

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this Practice, please let us know.  We operate a complaints procedure as part of the NHS system for dealing with complaints.  Our complaints system meets national criteria.

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 or, at the most, a few weeks – because this will enable us to establish what happened more easily.  Complaints should be addressed to Mrs Cerys Preston our Practice Manager.  The complaints procedure will be explained to you and we shall endeavour to ensure that your concerns are dealt with promptly.

What We Shall Do

We shall acknowledge your complain within 7 days and aim to have looked into your complaint within 4 weeks of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.  When we look into your complaint, we shall aim to:- 

1. Find out what happened and what went wrong;
2. Make it possible for you to discuss the problem with those concerned, if you would like this;
3. Make sure you receive an apology – if appropriate;

Identify what we can do to make sure the problem doesn’t happen again. 

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 signed by the person concerned will be needed.

Complaining To the Local Health /Board

We hope that if you have a problem you will use our Practice complaints procedure.  We believe this will give us the best chance of putting right what has gone wrong and an opportunity to improve our Practice.  This does not affect your right to approach the Local Health Board, if you feel you cannot raise the complaint with us, or if you are dissatisfied with the result of our investigation.

Community Health Council for Wales                  0845 644 7814

 Local Health Boards

Swansea Bay            01639 892271

Hywel Dda          0300 0200 159

Citizens Advice Bureau 0844 477 2020

https://gov.wales/nhs-wales-complaints-and-concerns-putting-things-right

https://llyw.cymru/cwynion-phryderon-am-gig-cymru-gweithio-i-wella