Complaints

We make every effort to provide the best possible service to everyone who attends our Practice.

We understand that sometimes things can go wrong. If this happens, we encourage you to tell us so the matter can be resolved as quickly and helpfully as possible.

To make a complaint, please contact the Practice Manager, who will manage your concerns in line with the Welsh Government’s Putting Things Right complaints process.

Information about ‘Putting Things Right’ ℹ️

More information, including resources in alternative formats and languages, is available from the Welsh Government.

What to expect when you make a complaint 🕒

When you make a complaint, we will:

• Contact you within two working days
• Investigate your complaint openly and honestly
• Provide a response within 30 working days wherever possible

If your complaint is likely to take longer to investigate, we will explain why and keep you updated regularly.

The NHS Duty of Candour ⚖️

From April 2023, the Duty of Candour became a legal requirement for all NHS organisations in Wales. It requires services to be open and transparent if a patient experiences harm while receiving care.

• Talk openly about what has happened
• Apologise and support patients through the investigation
• Learn from incidents and improve services
• Reduce the risk of similar incidents happening again

This duty builds on the Putting Things Right process that has been in place since 2011.

As a service user, you do not need to take any action for the Duty of Candour.

Getting help to raise a concern 🤝

If you need help to raise a concern, Llais – your voice in health and social care can support you.

Llais is an independent organisation offering a free advocacy service, providing information, advice, and support.

Public Services Ombudsman for Wales

If you are unhappy with how we have handled your complaint, please tell us so we can review it. If your complaint has already been investigated and you remain dissatisfied, you can contact the Ombudsman.

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 towards violence and abuse. The Practice has the right to remove patients from the list immediately if their behaviour puts staff, patients, or others at risk.

Violence includes actual or threatened physical violence or verbal abuse that causes fear for personal safety. Any removal from the patient list will be confirmed in writing and recorded in the patient’s medical records.