Complaints Procedure

Procedure for dealing with complaints

We operate a practice complaints procedure as part of a NHS system for dealing with complaints.  Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out 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 make a complaint, we would like you to let us know as soon as possible - ideally, within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have the details of your complaint:

- within 6 months of the incident that caused the problem; or

- within 6 months of discovering that you have the problem, provided this is  within 12 months of the incident.

Complaints should be addressed to Dr Arfon Williams.  It will be a great help if you are as specific as possible about your complaint.

What we shall do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.  When we look at your complaint we aim to:

- find out what happened and what went wrong;

- make it possible for you to discuss the problem with those concerned, if you would like this;

- make sure you receive an apology, where this is appropriate;

- identify what we can so to make sure the problem doesn't happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to the Health Authority

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  But this does not affect your right to approach the local health authority, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of the investigation.  You should contact the health authority complaints manager at: Betsi Cadwaladr University Health Board, Eryldon, Campbell Road, CAERNARFON. Gwynedd. LL55 1HU for further advice. (Telephone number 01248384194)

You may also like to contact the Community Health Council for help.  Their address and telephone number are as follows:

Community Health Council

Unit 11 Chestnut Court

Parc Menai

Bangor

Gwynedd

LL57 4FH

Telephone: 01248 679284