Putting Things Right - How to Make a Complaint

 
Compliments, Comments or Suggestions
 
Aneurin Bevan Health Board welcomes any compliments, comments or suggestions that may help to improve NHS services across the board. You will find our feedback facility at abhb.enquiries@wales.nhs.uk 
 
 
Raising a Concern
 
Aneurin Bevan Health Board is committed to improving the quality of the health services in the area.
 
The people who look after your health will do their best to make sure you are treated properly and promptly. However, healthcare is a busy and complex environment.  Despite every effort being made to achieve the very best for patients, in a small minority of cases, problems occur or the services may fail to live up to expectations.
 
If at any time you feel dissatisfied with the treatment or care you have received you have a right to raise a concern.  In the first instance, if you feel able to do so, please raise your concern with a member of staff at the time and they will do their best to put it right immediately. 
 
You can also choose to raise any concerns in writing, by email, by completing our Raising a Concern Form or by telephoning us, both during and after your treatment. 
 
You can write to the Chief Executive.  The contact details are:
 
Dr Andrew Goodall
Chief Executive
Aneurin Bevan Health Board
St Cadocs Hospital
Lodge Road
Caerleon
Newport
NP8 3XQ
 
You can email your concern directly to the Putting Things Right Team at Puttingthingsright.ABHB@wales.nhs.uk
 
Please include the following information in your email: 
  • your full name
  • address
  • telephone number
  • the name and address of the patient (if you are emailing on behalf of someone else)
  • and where necessary, the next of kin 
 
This is not an emergency service. The Putting Things Right team operates within the hours of 8:30am to 5:00pm, Monday to Friday and will respond to your email within one working day.
 
Or, if you would prefer to talk to someone about your concern you can telephone the Call Centre on 01495 745656.  The Call Centre staff will take details of your concern and ensure this information is passed on to the most appropriate person and dealt with promptly.
 
Normally a concern should be made no later than 12 months from the date of the incident that caused the problem, or within 12 months of the date of discovering the problem, provided this is within 3 years of the incident. Please download an information leaflet which is available in the following versions:
 
When you contact us with a concern, you will receive an acknowledgement in writing within 2 working days of receipt of your concern.  At this time you may also be asked to give your consent for your personal information to be accessed so that your concern can be investigated.  If you are complaining on behalf of another person, we will require their consent for you to act of their behalf.   Please download a copy of the consent form.
 
When the Health Board has received this consent, you can expect a full written response within 30 working days.  If this is not possible, you will be kept informed of the progress of the investigation of your concern and when you may expect a formal response.
 
 
Concerns about Doctors, Dentists, Pharmacists and Optometrists
 
Your local doctors (GPs), dentists, community pharmacists and optometrists (family health practitioners) have their own concerns procedures.  Please contact the staff in the practice concerned who will be able to give you details of how to raise a concern.
 
However, if you would prefer not to raise a concern directly with the practitioner or if your family health practitioner has not been able to resolve your concern to your satisfaction, you can also contact the Health Board at the contact details above.
 
 
Getting Help To Raise Your Concern
 
If you need help to raise a concern, Aneurin Bevan Community Health Council (CHC) can help you do this. The CHC is an independent body and can provide information, advice and support to members of the public who may wish to raise a concern.
 
The CHC can support you to raise a concern and give advice on the most appropriate course of action. You can contact your local CHC at the following address:
 
Catherine O’Sullivan
Chief Officer
Aneurin Bevan Community Health Council
Llantarnam Business Park
Cwmbran  NP44 3BD
 
Tel:  01633 838516
 
To access the CHC website go to www.patienthelp.wales.nhs.uk/gwent (opens in new window)
 
 

Last updated: 27 February 2013