Comments & Complaints
We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.
If you use this procedure it will not affect your right to complain to the Health Service Authority. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.
If you wish to make a complaint, in the first instance please speak to the relevant department manager since we’d like to try and resolve problems straight away and without causing you any further unnecessary inconvenience. There is always a Duty Manager present in the surgery during opening hours, who will be able to help you if the relevant departmental manager is unavailable or if you’re unsure who to approach. You can arrange to speak to any of the managers by asking at reception. If we’re still unable to resolve the problem and you wish to take the matter further then please fill in a complaints form available from reception or write to our Complaints Manager. We have an information pack available at Reception with the forms and contact details should you wish to have one.
We will deal with your complaints swiftly. It may sometimes take longer than expected but where this occurs we will keep you informed. We will try to address your concern, provide you with an explanation and discuss any action that may be needed. We should also make you aware that the practice may need to provide information about you, and the treatment that you have received to insurers or legal advisers.
Our complaints information pack also contains details of other organisations you may approach if you are dissatisfied with the outcome of our investigation of your complaint.
Betsi Cadwaladr Community Health Council
The CHC can also assist you in making a complaint. They can be contacted on 01978 356178.