We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for concern or complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a concern or complaint please complete this form and the practice manager, Debra Tucker, will deal with your concerns appropriately.
When you make a complaint you will be contacted within two working days, we will investigate your complaint openly and honestly and will respond to you within 30 working days wherever possible. If the investigation is expected to take longer, we will contact you to explain why, and you will receive a regular update
If you do not wish to raise your concern with the practice, you can address your concern to the Aneurin Bevan Health Board
Chief Executive
Aneurin Bevan University Health Board
St Cadocs Hospital
Lodge Road
Caerleon
Newport NP18 3XQ
Public Services Ombudsman For Wales
If you are unhappy with the way we have handled your complaint, please let us know so that we can discuss this with you. Additional steps can be taken to try and answer all of your questions. However, if you are still not happy, you can report it to the Public Services Ombudsman For Wales but only if your complaint has already been investigated by the surgery.
Address: Public Services Ombudsman For Wales. 1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
If you need help to raise a concern, Llais – your voice in health and social care can help you do this.
Llais is an independent body and its free Advocacy service can provide information, advice, and support to members of the public who may wish to raise a concern.
Llais can support you to raise a concern and give advice on the most appropriate course of action. You can contact your local Llais office at the following address:
Advocacy Service - Llais Gwent Region, Raglan House, 6-8 William Brown Close, Llantarnam Business Park, Cwmbran. NP44 3AB
The NHS Duty of Candour
From April 2023 The duty of candour is a legal requirement for all NHS organisations in Wales. It requires them to be open and transparent with service users when they experience harm whilst receiving health care. They will be required to:
- talk to service users about incidents that have caused harm
- apologise and support them through the process of investigating the incident
- learn and improve from these incidents
- find ways to stop similar incidents from happening again
This duty builds on the Putting Things Right that has been in place since 2011.
As a service user, you do not need to do anything for the duty of candour
