Complaints about the Practice
Should you be dissatisfied with any aspect of your patient journey at this practice then please put this in writing for the Practice Managers attention. This can be posted or handed to the receptionist
Download our leaflet Raising a concern
Complaints procedure
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. If it is not possible to do that, please let us have the details of your complaint:
· Within 6 months of the incident that caused the problem or
· Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to the Practice Manager or any of the doctors. Alternatively, you may ask for an appointment with the practice manager in order to discuss your concerns. It will be a great help if you are as specific as possible about your complaint.
What we shall do
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within 20 working days 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:
· Find out what happened and what went wrong.
· 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 does not 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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
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 whatever has gone wrong and give us an opportunity to improve our practice. But this does not affect your right to approach the Local Health Board, if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation. You should contact
Concerns and complaints – Cardiff and Vale University Health Board (nhs.wales)
NHS Wales complaints and concerns: Putting Things Right | GOV.WALES
Business Services Centre, South East Wales, Cwmbran House, Mamhilad Park Estate, Pontypool, Gwent NP4 0XS.
You may also like to contact the Community Health Council, who provide a support and advocacy service. Telephone 029 2023 5558
