PRACTICE COMPLAINTS PROCEDURE
(Revised February 2007)

If you have a Complaint or are concerned about the service that you have received from the doctors or staff working for this practice, please let us know.

HOW TO COMPLAIN

We hope that most problems can be sorted out easily and quickly, often at the time that they arise and with the person concerned. If your problem cannot be sorted out in this way and you do 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 - 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 that it is within 12 months of the incident.

The Practice Manager will be pleased to deal with any complaint. this page will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:

IN WRITING - Complaints are easier to explain and investigate if they are in writing - please give as much information as you can, then send your complaint to the practice for the attention of the practice manager as soon as possible.

WHAT HAPPENS NEXT

*We shall endeavour to acknowledge your complaint within 2 working days.

*We will investigate your complaint fully and fairly

We will respond directly to you within 20 working days, if this is not possible we will advise you of the reasons for the delay.

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that we keep strictly to the Rules of Medical Confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

WHAT YOU CAN DO NEXT

We hope that if you have a problem, you will use our practice complaints procedure.We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to Improve our practice.
However this does not affect your right to initiate an independent review if you are dissatisfied with the outcome. The INDEPENDENT REVIEW SECRETARIAT WALES UNDERTAKES THIS ROLE.

INDEPENDENT REVIEW SECRETARIAT
North Wales: PO Box 125, Mold CH7 1WH.
Tel: 01352 700227, Fax: 01352 754649
Web Address: www.npsa.nhs.uk

If you remain disssatisfied with the responses to you complaint under the first 2 stages, you have the right to ask the Public Services Ombudsman for Wales to review your case (see below)

CONTACT DETAILS:
Public Services Ombudsman for Wales:
1 Ffordd yr Hen Gae,
Pencoed,
CF35 5LJ
Tel: 01656 641150
Fax: 01656 641199
Web address: www.ombudsman-wales.org.uk

COMMUNITY HEALTH COUNCIL (CHC)

Patients are encouraged to make use of the CHC which provides a free independent advocacy service for patients who wish to make a complaint concerning the NHS.

CONTACT DETAILS
Clwyd Community Health Council
Cartrefle
Cefn Road
Wrexham
LL13 9NH
Tel : 01978 356178
Fax: 01978 346870