Raising a Concern
COMPLAINTS
Raising your concern
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
- Within 12 months of the incident.
- Or within 12 months of you becoming aware of the matter.
If you are a registered patient you can raise a concern about your own care. You are not able to raise a concern about someone else’s treatment without their written authority. See the separate section about raising a concern on behalf of someone else.
Address your written concern to: Geraldene Hughes, Practice Manager.
What we do next
We aim to resolve concerns as soon as possible.
We will acknowledge receipt of your concern within three working days, and aim to have looked into the matter and respond to you within 30 days. You may then receive a formal reply in writing or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a concern we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete a final response will be sent to you.
Raising a concern on behalf of someone else
We keep to strict rules of medical and personal confidentiality. If you wish to raise a concern and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the concern. Please provide the precise details of the circumstances that prevent this in your covering letter.
Please note that we are unable to discuss any issues relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond directly with the patient, or may be able to deal direct with the third party. This depends on the wording of the authority provided.
If you are dissatisfied with the outcome
You have the right to approach the public health service ombudsman for Wales. The contact details are:
The Public Health Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Tel: 030 0790 0203
Fax: 01656 641199
Website: www.ombudsman-wales.org.uk
You may also approach your local community health council for help and advice.
The community health council is based at the local health board (address below). It provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.
Cwm Taff CHC,
Unit 1, Maritime Offices,
Woodland Terrace,
Pontypridd,
CF37 1DZ
The person responsible for dealing with concerns at the practice is:
Geraldene Hughes – Practice Manager