Complaints & Compliments

This page explains the Practice In-House Complaints Procedure which we operate in line with The NHS (Concerns, Complaints and Redress Arrangements)(Wales) Regulations 2011 which was implemented from 1st April 2011 .

Practice In House Complaints Procedure:

The Doctors and staff of Clark Avenue Surgery want to provide you with the highest possible standard of service.  But sometimes things do go wrong, and you may want to complain, or maybe just tell us about your concerns or suggest improvements.

If you have any suggestions, please let us know.  If you feel that you wish to raise a matter of concern without making a formal complaint please ask to speak to the Practice Manager. Similarly when our staff provide a good service it is extremely rewarding if their efforts are recognised. Compliments are always welcome.

Your suggestions, compliments and complaints will help us to provide you with a better service.

Please be assured that all your comments and complaints will be handled with complete discretion and that confidentiality will be maintained at all times. All information regarding your complaint will be handled in compliance with the Data Protection Act.

Who Can Raise a Concern?

If you are unable to make your complaint yourself, anyone acting on your behalf would need to have your written authority.  Where a patient is unable to give written consent, we will need evidence that you are their next of kin, or have their agreement, before we proceed. You and your family will not be penalised, nor will your healthcare be adversely affected by making a complaint.

How to make a complaint:

If you do decide to make a formal complaint this can be done by a face to face meeting, by telephone, e-mail or a written letter.

We will then:

  • Acknowledge receipt of your complaint within 2 working days.

  • Investigate your complaint.

  • Offer to meet with you to discuss the matter in more detail, if this is appropriate.

  • Offer a full, written explanation within 30 working days.  If for any reason we are unable to obtain all the necessary information within that time scale we will keep you informed of the reasons for delay.

Time Limits:

It is important that you make your complaint as soon as possible after the problem arises.  Usually the NHS will only investigate complaints that are either:

  • Made within 12 months of the event; or

  • Made within 12 months of you realising that you have something to complain about, as long as that is not more than 12 months after the event itself

Putting Things Right

A concern is when you feel unhappy about services provided by the NHS.  The link below will give you more information about how to voice your concerns:

Help in making your complaint:

The Community Health Council is independent of the NHS and can offer help, advice and advocacy.  You can contact the CHC at:
Aneurin Bevan Community Health Council
Raglan House
6-8 William Brown Close
Llantarnam Business Park
NP44 3AB
Tel: 01633 838516
The aim of the Complaints Procedure is, wherever possible, to resolve problems locally.  If you remain dissatisfied with the outcome you should contact:
The Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae
CF35 5LJ
0845 6010987

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