Complaints Procedure
Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly and as helpfully as possible.
To pursue a complaint please contact the management team by emailing [email protected]. Within your email, please provide as much detail as possible regarding the issues you would like to raise. The management team will deal with your concerns as set out in the Welsh Government’s ‘Putting Things Right’ Complaints Protocol.
Information about ‘Putting Things Right’
More information and resources in alternative formats and languages can be found on the Welsh Government Putting Things Right website.
Welsh Government – Putting Things Right
What to Expect When You Make a Complaint
When you make a complaint, you will be contacted within two working days. We will investigate your complaint openly and honestly and will respond to you within 30 working days wherever possible.
If the investigation is expected to take longer, we will contact you to explain why and provide regular updates.
The NHS Duty of Candour
From April 2023 the Duty of Candour is a legal requirement for all NHS organisations in Wales. It requires them to be open and transparent with service users when they experience harm whilst receiving healthcare. They will be required to:
- talk to service users about incidents that have caused harm
- apologise and support them through the process of investigating the incident
- learn and improve from these incidents
- find ways to stop similar incidents from happening again
This duty builds on the Putting Things Right process that has been in place since 2011.
You do not need to do anything for the Duty of Candour.
Getting help to raise your concern
If you need help to raise a concern, Llais – your voice in health and social care – can support you.
Llais is an independent body offering a free advocacy service that provides information, advice and support to members of the public who wish to raise a concern.
You can visit the Llais website for more information and to find contact details for your nearest local office.
Public Services Ombudsman for Wales
If you are unhappy with the way we have handled your complaint, please let us know so that we can discuss this with you. If you are still not satisfied after our investigation, you may contact the Public Services Ombudsman for Wales.
Address:
Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae, Pencoed
CF35 5LJ
Telephone: 0300 790 0203
Email: [email protected]
Violence Policy
The NHS operates a zero tolerance policy with regard to violence and abuse. The practice has the right to remove violent patients from the list with immediate effect to safeguard staff, patients, and others.
Violence includes actual or threatened physical violence or verbal abuse that leads to fear for someone’s safety. We will notify the patient in writing of their removal and document the circumstances in their medical record.