THE COURTHOUSE MEDICAL CENTRE
Heol Bro Wen Caerphilly CF83 3GH
Tel: 029 20887316 Fax: 029 20884445

Dr Julian Bhogal Dr Kate Griffin Dr Justin Ilott Dr Ceri Thomas

Complaints Procedure – Patient Information

We are always pleased to receive suggestions for improving our services and we also appreciate feedback if our procedures are working well. We hope you will never have cause for serious concern but if you do, we have a concerns procedure aimed at quick resolution of problems. Please initially speak directly to your GP or write to our Practice Manager, Ms Melanie Purser.

The Doctors and staff at Courthouse Medical Centre strive to always deliver high quality patient care and in all areas of contact with the patient or patients’ representative. We appreciate that there are times when less than efficient service may be given or instances where the patient is less than happy with the service received. In order to attain and maintain high standards of care, feedback is needed from those to
whom the care is delivered; one mechanism is the complaints procedure.

1. As a patient, you have the right to complain about any aspect of the service with which you are less than satisfied, and the Practice has produced this Concerns Procedure to assist you through this.

2. Any concern you wish to make can be made in writing and should be addressed to the Practice Manager. If you feel the Doctor is the most appropriate person to approach, you are free to do so.

3. If your complaint is written, you will receive acknowledgement within 2 working days from the receipt.

4. Any complaint you make will be investigated and you will receive a written report from the Practice as to the outcome of the investigations and, where appropriate, the steps taken to ensure the situation does not recur.

5. If considered appropriate by all parties, you will be invited to attend the surgery to discuss the matter with the Practice Manager and, where appropriate, one or more of the Doctors. Following this meeting you will receive a written statement from the Practice as to the discussion and outcome.

6. Where other parties are involved, you will be kept information as to the steps being taken to obtain their statements.

7. Should you make a complaint on behalf of someone known to you it is necessary that you include the written consent of the patient involved and include this in your letter.

8. The Practice will strive to deal with complaints in a methodical and efficient manner in order to bring about an equitable conclusion.

It is sincerely hoped that any complaint you have about the Practice can be dealt with by those responsible for ensuring patient care and delivery of services within the Practice, but there are times when you may feel this is inappropriate, or you may not be happy with the results of the complaints procedure. You have the right, therefore, to complain to Aneurin Bevan Health Board, Concerns Team >ABB.PCCConcerns@wales.nhs.uk

If you require further advice on the complaints procedure or would like further help and support when making a complaint you can contact > Public Service Ombudsman for Wales, 1 Fford Yr Hen Gae, Pencoed CF35 5LJ / Telephone: 0300 7900 203