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.
If you have any suggestions, please let us know. If you feel that you wish to raise a matter of concern without making a formal complaint please ask to speak to the Practice Manager.
Your suggestions, compliments and complaints will help us to provide you with a better service.
This leaflet explains the Practice In-house Complaints Procedure which we operate in line with the NHS Guidance.
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 your 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.
How to make a complaint:
If you do decide to make a formal complaint, letters should be addressed to the Practice Manager, or the Senior Partner.
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 20 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.
The aim of the NHS Complaints Procedure is to resolve problems locally whenever possible. If you remain dissatisfied you may ask for an independent review of your complaint by writing to the Independent Review Secretariat. This needs to be done within 28 days of the final letter you receive about your complaint. Further details can be provided by Swansea Local Health Board (see over).
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.
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 6 months of the event; or
- Made within 6 months of you realising that you have something to complain about, as long as that is not more than 12 months after the event itself.
Help in making your complaint:
The Community Health Council is independent of the NHS and can offer help, advice and advocacy. You can contact the CHC at:
Swansea Community Health Council Britannic House, Llandarcy, Neath, Swansea SA10 6JQ Tel. 01792 324201If you feel unable to deal directly with the Practice, or if you require more information about the NHS Complaints Procedure, you can write to:
Kidwelly House, Charter Court, Phoenix Way Llansamlet, Swansea SA7 9FS, Tel. 01792 784800Please address correspondence to Jack Straw, Chief Executive
COMPLAINTS PROCEDURE
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