Have Your Say

Complaints Procedure

We always try to give you the best service possible, but there may be times when you feel this has not happened. This page explains what to do if you have a complaint about the service we provide for you.

Minor Problems, (for example if the doctor’s surgery is running late and you have to wait a long time) may be best addressed by speaking to the individual involved at the time or by Reception Staff.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into, and if necessary, put right any problems you have identified or mistakes that may have been made.

If you use this procedure it will not affect your right to complain to the Health Authority if you so wish. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.

If you wish to make a complaint, please phone or write to our Practice Manager or Deputy Practice Manager who will take full details of your complaint and decide how best to undertake the investigation. We think it is important to deal with complaints swiftly and in-house wherever possible so you will normally be offered an appointment for a meeting to discuss matters within seven days. Occasionally, if we have to make a lot of enquiries it might take a little longer, but we will keep you informed.

You may bring a friend or relative with you to the meeting. We cannot investigate complaints about other organisations such as hospitals. These have their own complaints procedures.

Similarly the Health Visitors, District Nurses and Midwives are not directly employed by us and have their own complaints procedures We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.

We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However if this is not possible and you wish to continue with your complaint we will direct you to the appropriate authorities who will be able to help you.  For further information on raising a concern outside the Practice, please visit the “Putting Things Right” leaflet at http://www.wales.nhs.uk/sites3/Documents/932/16827%20UPDATED%20PTR%20LEAFLET%20NOV%202012%20ENGLISH%20WEB.pdf
 

Data Protection, Freedom of Information and Patient Confidentiality

We ask you for information so that you can receive proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again.

We may use some of this information for other reasons: for example to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions. Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone.

Sometimes the law requires us to pass on information: for example, to notify a birth or to raise a concern about the wellbeing of a patient.

The NHS Central Register for England and Wales contains basic personal details of all patients registered with a general practitioner.

The Register does not contain clinical information.

You have a right of access to your health records.

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.

You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it and it is in your and everyone’s interests. Whenever we can we shall remove details which identify you. The sharing of some types of very sensitive personal information is strictly controlled by law.

Patients have the right to authorise or refuse the right of disclosure of information to third parties.

Anyone who receives information from us is under a legal duty to keep it confidential. If you would like access to any information held about yourself, please write to the Practice Manager.