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Complaints Procedure

Drs Browning and Javid

Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the Doctors or any of the Staff working in this Practice, please let us know. We operate a Practice Complaints Procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain or make your opinions known to us

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 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 - because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

• Within 6 months of the incident that caused the problem; or
• Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to Mrs Linda Davies or either of the Doctors. Alternatively you may ask for an appointment to discuss your concerns. It will be helpful if you are as specific as possible about your complaint. You may contact Mrs Davies by calling Cwmafan Health Centre on 01639 871071.

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised the matter with us. We shall aim to:

• Find out what happened and what may have gone 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 doesn't happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on someone else's behalf a note signifying their consent will be needed, unless they are incapable (because of illness) of providing one.

Complaining to the Health Authority

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 an opportunity to improve how we do things. This does not affect your right to approach the Local Health Board, if you feel unable to raise your complaint with us or you are not satisfied with the result of our investigation you may contact the Local Health Board Complaints Manager Mrs Judith Hill. ABM Health Board, Suite A, Britannic House, LLandarcy, Neath SA10 6JQ  Tele No. 01792 326500 for further advice.

You may also contact the Community Health Council for help