Complaints 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 practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints 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.
How to complain
We hope that most problems can be sorted out easily and quickly, preferably 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, please let us know as soon as possible. We would like to know within a matter of days because this will help us to find out what happened more easily.
For us to act on a complaint, we need to know about it:
- 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.
If you tell us after this time, we may not be able to pursue your problem.
Complaints 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 complaints 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 complaint.
What we will do
We will acknowledge your complaint within two working days from the date we receive it. We will investigate it and contact you with an initial written response usually within 14 days. This letter will also offer you the option of a meeting with the GP responsible for dealing with matters of this kind and any other people involved.
- 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 if this is appropriate
- Identify what we can do to make sure the problem doesn’t happen again
Raising a concern 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 their consent to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.