Raising a Concern
Complaints
If you have a complaint or 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 an NHS system for dealing with complaints. Our complaints system meets national criteria.
How to Complain
If you do decide to make a formal complaint, letters should be addressed to the Practice Manager.
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.
Practice In-House Complaints Procedure
The doctors and staff of this surgery want to provide you with a good service, but sometimes things do go wrong, and you may want to complain, or maybe just tell us about your concerns or suggest improvements.
Your suggestions, compliments and complaints will help us to provide you with a better service.
The leaflet explains the Practice In-House complaints procedure which we operate in line with the NHS complaints guidance putting things right - raising a concern about the NHS from the 1st April 2011.
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. If you are unable to make our 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.
The aim of the Complaints Procedure is, wherever possible, to resolve problems locally. If you remain dissatisfied with the outcome you should contact:
Swansea Bay University Health Board - https://sbuhb.nhs.wales/about-us/complaints-feedback/complaints/
OR
The Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae
Pencoed
CF35 5LJ
0845 601 0987
e-mail: ask@ombudsman-wales.org.uk
You should contact the Ombudsman within 1 year of when you first noticed the matters alleged in the complaint.
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 it is not more than 12 months after the event itself.
An independent Lay Conciliator can be provided to help facilitate a meeting between yourself and the Practice. you may also wish to bring a friend or relative with you.