Practice In House Complaints Procedure:

The Doctors and staff of Malpas Brook Health Centre want to provide you with the highest possible standard of service.  But sometimes things do go wrong, and you may want to complain, or maybe just tell us about your concerns or suggest improvements.

If you have any suggestions, please let us know.  If you feel that you wish to raise a matter of concern without making a formal complaint please ask to speak to the Practice Manager. Your suggestions, compliments and complaints will help us to provide you with a better service. Please be assured that all your comments and complaints will be handled with complete discretion and that confidentiality will be maintained at all times.

Who Can Raise a Concern?

If you are unable to make your complaint yourself, anyone acting on your behalf would need to have your written authority.  Where a patient is unable to give written consent, we will need evidence that you are their next of kin, or have their agreement, before we proceed. You and your family will not be penalised, nor will your healthcare be adversely affected by making a complaint.

How to make a complaint:

If you do decide to make a formal complaint, letters should be addressed to the Practice Manager, or the Senior Partner.
We will then:

• Acknowledge receipt of your complaint within 2 working days when possible.
• Investigate your complaint.
• Offer to meet with you to discuss the matter in more detail, if this is appropriate.
• Offer a full, written explanation within 30 working days.  If for any reason we are unable to obtain all the necessary information within that time scale we will keep you informed of the reasons for delay.

Time Limits:

It is important that you make your complaint as soon as possible after the problem arises.  Usually the NHS will only investigate complaints that are either:

• Made within 12 months of the event; or
• Made within 12 months of you realising that you have something to complain about, as long as that is not more than 12 months after the event itself

Complaints in the NHS

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

 To access Llais’ website go to Your voice in health and social care | Llais (llaiswales.org)