All staff are aware of the complaints procedure within Cwmfelin Medical Centre, affording patients or their representatives the opportunity to make a complaint about the care or treatment they have received from the practice.
Staff are trained to be fully acquainted with this policy and are to understand that all patients have a right to have their complaint acknowledged and investigated properly. Cwmfelin Medical Centre takes complaints seriously and ensures that they are investigated in an unbiased, transparent, non-judgemental and timely manner.
We will maintain communication with the complainant (or their representative) throughout, ensuring they know the complaint is being taken seriously.
The policy is aligned to the mandatory requirements within the General Medical Council (GMC) ethical guidance which states that a ‘good’ doctor will:
- Make the patients your first concern
- Take prompt action if you think the patient is being compromised
- Establish and maintain good relationships with patients
- Be honest and open and act with integrity.
- Listen to, and respond to, patients’ concerns and preferences.
The practice will aim to design and implement policies and procedures that meet the diverse needs of our service and workforce, ensuring that none are placed at a disadvantage over others, in accordance with the Equality Act 2010. Consideration has been given to the impact this policy might have regarding the individual protected characteristics of those to whom it applies.
NHS Putting Things Right (Easy Read)
Complaints procedure patient leaflet
Patient complaint form
Complaining on behalf of someone else (consent form)