Raising a Concern

Complaints in the NHS

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think we can improve the service we provide.  

What you should do if you have a concern

• Please raise the matter as soon as possible with a member of our staff.  Most problems can be sorted 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 raise a concern, we would like you to let us know as soon as possible to enable us to establish what happened more easily.
• If you feel that the complaint cannot be dealt with at the first point of contact you can ask to speak to the Practice Manager or Assistant Practice Manager.  Dependent on the nature of your concern it may be easier to put it in writing.  This could be via email.

What we shall do

• If we feel the concern can be dealt with efficiently and quickly we may just telephone you on receipt.
• If the matter cannot be satisfactorily resolved immediately we will aim to acknowledge receipt of your concern within two working days.
• We will aim to provide a full response within 30 days.  We will keep you updated if for any reason this timescale cannot be met.  
• The response will provide an explanation of what happened and what went wrong.  We will make it possible for you to discuss the problem with those concerned, ensure you receive an apology if appropriate and identify any steps we may take to prevent any similar problems arising in the future.

What you can do next

If you feel you cannot discuss your complaint with us you have the right to approach BCUHB Concerns Department

You may also wish to contact the North Wales Community Health Council Concerns Department

If you remain dissatisfied with our response to your concern you have the right to ask the Public Service Ombudsman for Wales to review your case