Putting things right and dealing with concerns – complaints, claims & incidents
Hope FMC adopts the NHS Wales principles of dealing with complaints, claims and incidents (as per the 2011 Regulations on ‘responsible bodies’).
Hope FMC aims to provide the very best care and treatment and it is important we learn from people’s experiences, good or bad.
The vast majority of our patients are happy with the service they receive however there will be occasions when things might not go as well as expected. When this happens we need to look at what went wrong so we can try to make it better.
What is a Concern?
A concern is when a patient or member of staff feels unhappy about any service provided by the Practice. By telling us about the concern, we can investigate and try and put things right. We will also learn lessons and improve our services from this.
How can you raise a Concern?
You can raise a concern by writing to us, or by submitting a patient feedback form which can be accessed on the website via a link at the bottom right hand side of the home page. Alternatively, you can ask to speak to the Practice Manager, or Assistant Practice Manager, either by telephone or in person.
How is a Concern actioned?
A concern is normally recorded and investigated by the Practice Manager who has the role of Responsible Officer/Senior Investigations Manager, in their absence this will be delegated to a member of staff who has received appropriate training.
What happens to a Concern?
A concern is acknowledged (usually in writing) within 2 working days, excludes weekends and bank holidays.
· An investigation then takes place and further information or specialist advice may be sought.
· In most cases a final response is made within 30 working days of the date when the concern was received. If this is not possible we will provide reasons why and confirm when a reply can be expected.
Do you need help raising your concern?
Help or support is available via:
Community Health Council (CHC), Cartrefle, Cefn Road, Wrexham, LL13 9NH. Tel: 01978 365178 or
Health Board Concerns Team, Ysbyty Gwynedd, Bangor, Gwynedd, LL57 2PW. Tel: 01248 384194
What happens if the person is still unhappy?
The person raising the complaint can contact the Public Services Ombudsman for Wales.
Public Services Ombudsman for Wales Tel: 0845 601 0987
www.ombudsman-wales.org.uk Email: ask@ombudsman-wales.org.uk
Address: 1 FFordd Yr Hen Gae, Pencoed CF35 5LJ
