Suggestions, Problems and Complaints
We care about what you think and are happy to receive your views on the
service that we provide.
Your comments will be totally confidential and there is no need to give
your name and address unless you would like a response.
The practice operates an in-house complaints procedure and welcomes
the opportunity to deal with any concerns or complaints you may have
about the service we provide. In the first instance, please contact the
Patient Services Manager by letter, telephone or in person so your
complaint can be investigated and dealt with quickly. Please see the
complaints section later on in this booklet. It is our policy to give
you a full explanation and advise you of the outcome. If we are unable
to resolve the problems you may wish to contact:
The Vale of Glamorgan Local Health Board
2 Stanwell Road
Vale of Glamorgan
Telephone: (029) 2035 0600
The West Quay Medical Centre staff are committed to providing he
highest possible standards of care to our patients. We are also
committed to treating relatives and visitors to our premises with
courtesy, dignity and respect.
When we fail to meet our own standards and those of our patients,
relatives and visitors, we will undertake to identify how we have failed
and address these matters to ensure that we do not make the same mistake
How You Can Help
Our Complaints Procedure is aimed at improving services and not
apportioning blame. If you feel that you have not received the
appropriate level of service either from a doctor or nurse or from one
of our administrative staff, then please tell us. You can make a formal
or informal complaint and it can be made either verbally to our
Complaints Officer who is our Patient Services Manager or in writing to
her. Her name is Carol Bates and she can be contacted during the working
day at the surgery in Barry. If she is not available, she will normally
get back to you within 2 working days of making your complaint.
These are complaints that can be responded to and dealt with
immediately. Evidence from the NHS indicates that most informal
complaints are made when people feel that staff have been either
unhelpful or inconsiderate or where communication between the patient
and clinician has broken down.
If you wish to record an informal complaint, please ask at reception for
an Informal Complaints Form.
You can make a formal complaint at any time, even if you have already
made an informal complaint and you are not satisfied with the response
you have received.
You do not have to make a formal complaint in writing but it would be
helpful if you would do so in serious or complex matters as it will
enable us to fully investigate the complaint and respond appropriately
to the issues raised by you.
When we investigate a formal complaint, we will appoint an independent
officer from the Practice to carry out an investigation. This may be a
clinician or non-clinician but the whole process will be overseen by the
Business Manager who will act as an independent adviser to the process.
What We Will Do
We will treat all complaints seriously and in a confidential, caring and
We will acknowledge all informal complaints made in writing within two
days and will answer all informal complaints in writing outlining the
course of action we have taken within fourteen days.
In the case of formal complaints, we will acknowledge your written
complaint within two days and answer it within twenty working days.
We will investigate and respond to you as openly and honestly as we can.
We will let you know what action we have taken to remedy issues and
address any concerns you have.
We will deal with complaints robustly but in doing so we will ensure
that we will treat all our staff fairly. If, after investigation, a
complaint against a member of staff is unjustified, we will let you
know. If we feel that the complaint has been made maliciously, we may
decide to record the matter on your records.
We will write to you in everyday language so that you can understand
what we have done.
We will meet with you if you so require, to resolve any concerns or
outstanding issues you may have.
We will inform you of your rights of appeal if you are unhappy with our
We aim to resolve 90% of all informal complaints at source.
We will resolve all complaints within 28 days of receipt.
If you wish to make a complaint about any aspect of the service, you
should first contact our Patient Services Manager, Mrs Debbie Milton at the
West Quay Medical Centre. If you would prefer to send an email, you can do so
The Complaints Policy for the Practice can be obtained free of charge
from the above address.
Barry CF62 5QN
Rhoose CF62 3DS