Complaints

 
If you have a complaint or concern about the service you have received at this practice please let us know.                                                     
               
We operate a Practice Complaints Procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria. 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 most a few weeks. If this is not possible please let us have details of your complaint either:
 
 
  • Within 6 months of the problem  
  • or within 6 months of discovering that you have a problem and provided this is within 12 months of the incident
 
HOW TO MAKE A COMPLAINT
You can complete a complaints form available from reception, you may wish to take it away with you to complete and return it to the practice later.  
When you have completed the form hand it in to the Receptionist. 
The form will be passed to the Practice Manager
 
WHAT WE SHALL DO
Your complaint will be acknowledged in writing within 7 working days and we will aim to have looked into your complaint within 14 working days of the date when you raised it with us. We shall then be in a position to inform you in writing of the outcome of our investigation and offer you an appointment with either the Practice Manager or, a meeting with the Practice Manager and the people involved if this is appropriate. Should we need more than 10 working days to investigate your complaint we will write to you with an explanation as to why. When looking into your complaint we shall aim to find out what happened and what went wrong. We will try to make it possible for you to discuss the problem with those concerned if this is your wish. We will make sure you receive an apology if this is appropriate and identify what we can do to make sure the problem does not happen again.

COMPLAINING ON BEHALF OF SOMEONE ELSE 
The Practice keeps strictly to the rules of patient confidentiality. If you are making a complaint on someone else’s behalf we must have their written permission to discuss the matter with you. You will find a third party consent form on the reverse of the complaint form. The only exception to this rule for discussing third party complaints is where the complainant is incapable of making the complaint themselves and you have power of attorney for which we will require proof. 

COMPLAINING TO THE HEALTH AUTHORITY
We hope that if you have a complaint you will use our complaints procedure. We believe this will give us the best opportunity of putting right anything that has gone wrong and will also assist us in improving our Practice. 
This does not affect your right to approach the Local Health Board for your area,  if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigations. You should contact the Concerns Team
   
Concerns Team:
In writing:   Concerns Team, Ysbyty Gwynedd Hospital, Bangor, Gwynedd, LL57 2PW
By telephone:         01248 384194
E-mail:        ConcernsTeam.bcu@wales.nhs.uk
 
                 
                                            
                                                If you prefer you can put your comment or complaint in a letter.
Whilst the above procedures need to be followed for making an official complaint to the Practice, the Practice Manager, will be pleased to speak to anyone with concerns. Please inform reception if you wish to speak to him
 
If you are still unhappy with the results of your complaint you can contact an independent commission :-
                                               
                                                Healthcare Commission
                                                FREEPOST NAT 18958
                                                Complaints Investigation Team
                                                Manchester, M1 9XZ
                                                Tel: 0845 601 3012
 
 


Last updated: 15/04/2013