We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances and concerns:
Our practice procedure is not able to deal with questions of legal liability or compensation.
We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.
Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly and we will deal with all formal complaints in line with the NHS (Concerns, Complaints and Redress) (Wales) Regulations 2011. You will be offered an appointment for a meeting to discuss the details and we will aim to respond within 30 working days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting.
We will try to address your concerns, provide you with an explanation and discuss any action that may be needed. If you remain dissatisfied with our investigation and response to your concerns, you can refer them to the Public Services Ombudsman for Wales.