The Practice always tries to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation.
The Practice hopes you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Board. Please note that the Practice has to respect its duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.
If you with to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.
The Practice believes it is important to deal with complaints swiftly, and so your complaint will be acknowledged within 48 hours and you will be offered an appointment for a meeting to discuss the details within 5 working days. Occasionally it may take longer, but you will be kept informed throughout. You may bring a friend or relative with you to the meeting.
The Practice will try to address your concerns, provide you with an explanation and discuss any action that may be needed.