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Raising a Concern

FEEDBACK COMPLAINTS PROCEDURE

 

Underwood Health Centre  welcome any form of constructive feedback, which we subsequently review and discuss at our practice meetings. We also have an established Complaints Policy and utilises the NHS complaints process 'Putting Things Right'. Should you have reason to complain, please ask to speak to the Practice Manager or Deputy Manager, who will provide you with the relevant Patient Information Sheet, and guide you through the Complaints Procedure. If you wish to make a complaint on behalf of a patient, then we may ask the patient for their consent before proceeding with our investigation. A leaflet regarding the complaint procedure is available at reception.  

Complaints in the NHS
 

We aim to provide the very best care and treatment. However, sometimes things may not go as well as expected.

When this happens, you should raise your concerns with the staff involved with your care or treatment, so that they can look at what may have gone wrong and try to make it better.

Who should I talk to?

The best place to start is by talking to the staff involved with your care or treatment as soon as possible. They will try to resolve your concerns immediately.  If you do not want to do this, you can address your concerns to our Practice Manager.

What will we do?

  • Listen to your concerns to try to resolve them as quickly as possible
  • Look into your concerns and speak to the staff involved in your care or treatment
  • Put you in contact with the right person to help you
  • Let you know what we have found and what we are going to do about it

Please tell us if you need information or communication in a different format such as large print, Braille or audio.

How soon should I tell someone about my concern?

It is best to talk to someone as soon as possible but you can take up to 12 months to do so. If a longer time has passed and there are good reasons for the delay, we may still be able to deal with your concern.

Who can raise a concern?

You can raise it yourself. If you prefer, a carer, friend, or relative may represent you, but you will need to give them written permission to do this.

What happens once you have raised a concern?

We will;

  • Acknowledge receipt of your complaint either in writing, by email or telephone
  • Contact you if necessary to discuss your concerns
  • Look into your concerns and talk to the staff involved in your care or treatment.
  • Aim to respond to you within 30 working days of receiving your concern.  If we cannot reply to you in that time, we will explain why and let you know when to expect a response.

Some concerns may take longer to look into.

Can I get support to raise my concern?

You can contact the health board's concerns team;

Customer Contact Centre

Tel:  01495 745 656

or in writing to:

Chief Executive
ABUHB
St Cadocs Hospital
Lodge Road
Caerleon
Newport
NP18 3XQ

Llais

If you need help to raise a concern, Llais – your voice in health and social care can help you do this. Llais is an independent body and its free Advocacy service and can provide information, advice and support to members of the public who may wish to raise a concern.
 
Llais can support you to raise a concern and give advice on the most appropriate course of action. You can contact your local Llais office at the following address:
 
Advocacy Service
Llais – Gwent Region
Raglan House
6-8 William Brown Close
Llantarnam Business Park
Cwmbran
NP44 3AB
 
Tel:  01633 838516

e-mail: gwentadvocacy@llaiscymru.org

What if you are still not happy?

If you are not happy with the health board's response, you can contact the Public Service's Ombudsman for Wales.

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ

Tel: 0300 790 0203
Fax: 01656 641199