Raising a Concern

Raising a Concern

Roath House Surgery operates a Practice Complaints Procedure as part of the local resolution process of the NHS Complaints Procedure.  If you have a concern or complaint about the service you have received from the doctors or any of the personnel working in this practice, please let us know.  Our aim is to provide the very best care and treatment we can and it is important that we hear about patient's comments and learn from people's experiences - good or bad.

What you should do if you have a concern

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.  If you wish to make a formal complaint, please do so as soon as possible - ideally within a matter of a few days.  This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.  Complaints can be made either orally or in writing (using the attached form) to the Practice Manager, Teresa Falconer or the Complaints Manager, Michelle Brewerton.

Raising a concern on behalf of another person

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.  A Third Party Consent Form is provided below.

Do you need help raising a concern?

Llais is the national independent body set up to give the people of Wales a stronger voice in their health and social care services. If you need help to raise a concern, they provide a complaints advocacy service.

Your local Llais team can be contacted on 02920 750 112 or cardiffandvaleenquiries@llaiscymru.org

How we will address your concern

Once you have raised your concern:

• • we will acknowledge your concern within 2 working days
  • we will listen to your concerns to try to resolve them as quickly as possible
  • we will look into your concerns and speak to the staff involved in your care or treatment
  • we may offer a meeting to discuss your concerns
  • we will put you in contact with the right person to help you
  • we will let you know what we have found and what we are going to do about it
  • we will provide you with a full response within 30 working days; we will keep you informed of progress if for any reason this timescale cannot be met

If you remain dissatisfied

We sincerely hoped that any concern or complaint you have about the Practice can be dealt with by those responsible for ensuring patient care and delivery of services within the Practice.  If you are not satisfied with our response, you may raise your concern with Cardiff and Vale Local Health Board:

Website: www.cavuhb.nhs.wales

Telephone: 029 21 836 318

E-mail: concerns@wales.nhs.uk

Postal Letter: Chief Executive, Cardiff and Vale University Health Board Headquarters, Woodland House, Maes y Coed Road, Cardiff, CF14 4HH

If you are still unhappy or dissatisfied

If after dealing with the Practice or the Local Health Board Concerns Team you are still not satisfied with the response, you may refer your concern to the Public Services Ombudsman for Wales.

Telephone: 0300 790 0203

Fax: 01656 641199

E-mail: ask@ombudsman.wales

Write to: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoid, CF35 5LJ