Practice Complaints Procedure

If you have a complaint about the service you have received from the doctor or any staff working in this practice, please let us know. We operate a practice complaints procedure as part of a National Health Service system for dealing with complaints.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot 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 – ideally within a matter of days or at the most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of you complaint within 6 months of the incident that caused the problem or within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

Complaints should be addressed to Christine Read, Practice Manager. Alternatively, you may ask for an appointment with Mrs Read, in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are specific as possible about your complaint.

What we will do

We will acknowledge your complaint within 2 working days and aim to have looked at the complaint within 20 working days of the date when you raised it with us. We will then be in a position to offer you an explanation. When we look into your complaint we will aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem with those concerned if you would like this.
  • Make sure you receive an apology where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

If you remain dissatisfied you may apply for an independent review of your complaint. The complaints manager at the Business Centre will be able to give you more information about this.

Complaining on behalf of someone else

Please note that we keep strictly to the rule of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing it.

Complaining to Cardiff Local Health Board

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and also an opportunity to improve our practice. This does not however, affect your right to approach the Local Health Board if:

  • You feel you cannot raise your complaint with us or
  • You are dissatisfied with the result of our investigation

In such circumstances you should contact:

  • Cardiff Business Service Centre
  • Churchill House
  • Churchill Way
  • Cardiff
  • CF10 2TW
  • Tel: 02920 402 402
  • Fax: 02920 402 403

For further advice you may wish to contact the Community Health Council for free help and advice. Their details are:

  • Cardiff Community Health Council
  • Ground floor, Park House
  • Greyfriars Road
  • Cardiff
  • CF10 3AF
  • Tel: 02920 377 407
  • Fax: 02920 665 470

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