Minfor Surgery
Park Road, Barmouth, LL42 1PL
If you are dissatisfied with the outcome |
You have the right to approach the Public Health Service Ombudsman for Wales. the Contact details are:
The Public Health Services Ombudsman for Wales
Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Tel: 0300 790 0203
Fax: 01656 641199
Website: www.ombudsman-wales.org.uk
Fax: 01656 641199
Website: www.ombudsman-wales.org.uk
You may also approach your local community health
council for help or advice;
The community health
council is based at the local health board (see address below). It provides
confidential advice and support, helping you to sort out any concerns you may
have about the care we provide, guiding you through the different services
available from the NHS.
You can call the
Bangor office on 01248
679284
The person responsible for dealing with concerns at
the practice is:
Sean Langridge – Practice Manager
Raising your concern
Most problems
can be sorted out quickly and easily with the person concerned, often at the
time they arise, and this may be the approach you try first.
Where you are not able to resolve your complaint in
this way and wish to make a formal complaint you should do so, preferably in
writing as soon as possible after the event and ideally within a few days, giving
as much detail as you can, as this helps us to establish what happened more
easily. In any event, this should be:
·
Within 12 months of the incident,
·
or within 12 months of you becoming aware of the
matter
If you are a
registered patient you can raise a concern about your own care. You are not able
to raise a concern about someone else’s treatment without their written
authority.
We are able to
provide you with a separate form to register your concern and this includes a third-party authority form to
enable a complaint to be made by someone else. Please ask at reception for
this. You can provide this in your own format, providing this covers all the necessary
aspects.
Send your written concern to:
Sean Langridge
Minfor Surgery
Park Road
Barmouth
Gwynedd
LL42 1PL
What we do next
We aim to resolve
concerns as soon as possible. We will
acknowledge receipt of your concern within three working days, and aim to have
looked into the matter and respond to you within 30 working days. You may then
receive a formal reply in writing, or you may be invited to meet with the
person(s) concerned to attempt to resolve the issue. If the matter is likely to
take longer than this we will let you know, and keep you informed as the
investigation progresses.
When looking into a concern we attempt to see what
happened and why, to see if there is something we can learn from this, and make
it possible for you to discuss the issue with those involved if you would like
to do so.
When the investigations are complete, a final response will be sent to you. Where your concern
involves more than one organisation (e.g. social services) we will liaise with
that organisation so that you receive one coordinated reply. We may need your
consent to do this. Where your concern has been sent initially to an incorrect
organisation, we may seek your consent to forward this to the correct person to
deal with.
The final
response letter will include details of the result of your concern and also
your right to escalate the matter further if you remain dissatisfied with the
response.
Raising a concern on behalf
of someone else
of someone else
We keep to the
strict rules of medical and personal confidentiality. If you wish to raise a concern and are not the patient
involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the concerns form,
which contains a suitable authority for the patient to sign to enable the concern
to be investigated.
Where the
patient is incapable of providing consent due to illness or accident, it may
still be possible to deal with the concern. Please provide the precise details
of the circumstances that prevent this in your covering letter.
Please note that
we are unable to discuss any issue relating to someone else without their
express permission, which must be in writing, unless the circumstances above apply.
We may still
need to correspond directly with the patient, or may be able to deal direct
with the third party. This depends on the wording of the authority provided.