Complaints Procedure
Should you be dissatisfied with any aspect of your care please contact the practice manager.
If you are not happy with the response you receive please raise your concerns in writing with: Healthcare Inspectorate of Wales (HIW), Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ
Complaints manager is Barry Holmes
Complaints from patients are responded to within 48 hours with an initial reply. The complaint is then fully investigated, and the patient given a written response. If this is not adequate, resolution is sought locally before being escalated.
The practice complaints procedure is:
- Simple, accessible and well publicised
- Designate a complaints manager to deal with patient complaints (usually the practice manager or practice owner)
- Requires that complaints are acknowledged initially by telephone and promptly followed up in writing with an explanation of how the complaint will be dealt with
- Indicates the agreed timescales for investigating and responding to the complaint
- Gives patients the opportunity to express their concerns
- Requires complaints to be dealt with confidentially, with all discussions, meetings and telephone calls held in a private area
- Makes it clear that complaints are monitored closely as part of a commitment to improve practice standards.
The complaints manager will:
- investigate the circumstances surrounding the complaint
- seek the views of the relevant team members
- examine the patient’s clinical records-
- contact the protection society/defence organisation for advice
- notify HIW of the complaint if the circumstances dictate so that HIW’s role in regulating patient safety, quality and effectiveness can assist in complaint resolution