Concerns Cwynion
If you have a 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 Putting Things Right proceedure as part of the NHS system for dealing with concerns. Our system complies with national guidelines.
We would like to reassure you that raising a concern will not be taken negatively, or adversely affect the care you receive.
Who should I talk to about my concern?
If you feel able to do so the best place to start is by talking to the staff who were involved with your care and treatment. They can try to sort out your concern immediately. If this doesn't help or if you do not want to speak to staff who provided the service, then you can contact the Practice Manager.
Who can raise a concern?
If this is something that has happened to you, you can raise the concern yourself. If you prefer, a carer, friend, relative or local CHC can represent you but you will be asked to agree to this.
How soon should I tell someone about my concern?
It is best to talk to someone about your concern as soon as possible after the problem happened but you can take up to 12 months to let us know. If a longer time has passed but there are good reasons for the delay, tell us anyway, as we may still be able to deal with your concerns.
Concerns should be addressed to the Practice Manager.
Alternatively, you may ask for an appointment with the Practice Manager to discuss your concerns. She will explain the concerns procedure to you and make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your concern.
What happens next?
We will
• Let you know that we have received your concern with 2 working days
• Ask you if you have any particular needs that we should be aware of in dealing with your concern
• Investigate your concern
• Let you know what we have found and what we are going to do about it.
In most cases, let you have a final reply within 30 working days of the date when we first received your concern (weekends and bank holidays excluded). If we cant reply to you in that time we will give you the reasons why and let you know when you can expect to receive a reply.
If your concern has been looked at by us and you are still not happy with our response, you can contact the Public Services Ombudsman for Wales:
Telephone: 0845 601 0987
Email: ask@ombudsman-wales.org.uk