In spite of the efforts of all staff it is likely that a complaint will be made by a patient at some point. We will deal with you in a polite and understanding manner, and acknowledge your complaint within 2 working days of receipt. We will investigate your complaint and respond within 10 working days of receipt.
Practice Complaints Procedure
Dr. Elizabeth Ashley, Dr. Richard Davies, Dr. Annabelle Holtam
Dr. Angharad Thomas, Dr. Elizabeth Ormerod, Dr. Maria Stone
Please write to:
We always try to give you the best services possible but there may be times when you feel that this has not happened. This leaflet explains what to do if you have a complaint or concern about the service that you have received from the Doctors or any of the Practice Staff.
We operate this Practice Complaints Procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria but can not deal with matters of legal liability or compensation. It’s purpose is to allow you to give us the opportunity to look into, and if necessary correct, any problems that have arisen or mistakes that have been made. In this way we hope to ensure that our services to you are of the highest standard.
How to Complain:
We hope that most problems can be resolved easily and quickly, often at the same time that they arise, directly with the person concerned. If your problem can not be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible since this will allow us to establish what has happened more easily.
Written complaints should be addressed, in the first instance, to the Practice Manager at our Chepstow address. Alternatively, you may telephone the Practice Manager who will advise you of the procedure to follow. It will be a great help if you can be as specific as possible about your complaint.
Complaining on behalf of someone else:
Please note that we have to respect our duty of confidentiality to patients. If you are complaining on behalf of someone else, we will need that person’s written consent first.
What we will do:
We will deal with you in a polite and understanding manner.
We will acknowledge your complaint within 2 working days of receipt.
We will investigate your complaint and respond within 10 working days of receipt,
(In exceptional cases, such as annual leave or sickness, it may not be possible for us to meet the above time-scales, but we will keep you fully informed if this is the case).
We will aim to:
Offer you an explanation.
Arrange a meeting with a senior member of staff or Doctor to allow you the opportunity to discuss the problem, where this is constructive.
Ensure that you receive an apology, where this is appropriate.
Identify what action we need to take, if any, to prevent the problem re-occurring.
We hope that if you have a problem, you will use this Practice Complaints Procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and to review our practice policies. In this way, we hope that you will feel that the matter has been resolved in a constructive manner and to your satisfaction.
However, if this is not the case, or you feel that you can not raise your complaint directly with the Practice, or you wish to use an advocacy service instead, then you should contact either the NHS organisation or the independent complaint body for your area, detailed overleaf. You also have a right to complain to the Public Services Ombudsman for Wales if you wish and their details are also given overleaf.