The aim of all in the Practice, doctors, nurses and staff, is to provide the best possible service to all our patients but there may be times when you feel that this has not happened. In line with NHS procedures and national standards we operate a Practice-based complaints procedure which we hope will resolve most issues speedily and satisfactorily.

Using our procedure does not diminish your right to complain to the Local Health Board, nor does it compromise your legal position.

We aim to resolve problems quickly and responsively. The person nominated to co-ordinate the complaints process is the Practice Manager, Keith Benning. In the first instance please talk to, write to or telephone him. Please let us know as soon as possible that you are concerned as this will enable us to establish what happened more easily.

We have to keep strictly to the rules of medical confidentiality. If you complain on behalf of someone else we will have to obtain the consent of that person before investigating the complaint further.

• we will acknowledge your concern/complaint within one working day and answer any questions about the process
• we will treat your complaint confidentially - only those who need to know in the Practice will be advised and information will not be shared outside without your consent
• your complaint will be recorded and a decision made on how best to undertake any investigation
• we will find out what happened and why
• you will be offered a meeting within seven working days with the Practice Manager and/or the doctor/ nurse involved to discuss the problem. You will be welcome to bring a relative or friend
• we will make sure that you receive an apology where this is appropriate
• we will identify what we can do to make sure that the problem doesn't happen again

We hope that, if you have a problem, you will use this procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our service to patients. However, if you feel that you cannot raise your complaint with us, you may approach either the Health Board or the Community Health Council.

Betsi Cadwaladr University Health Board,
Wrexham Office,
Wrexham Technology Park,
Rhyd Broughton Lane,
Wrexham,
LL13 7YP

Telephone : 01978 346 500

Clwyd Community Health Council,
Cartrefle,
Cefn Road,
Wrexham
LL13 9NH

Telephone : 01978 356 178 or 0845 226 7292

The CHC is an independent voice in the NHS and has Complaints Advocates who will guide you through procedures. Their leaflet is available in the surgery as are the BCUHB and NHS guides.

If you remain unhappy you can ask for an independent review of your complaint from either

Independent Complaints Secretariat,
North Wales,
PO Box125,
Mold,
H7 1WH

Telephone: 01352 700 227 or:

Public Services Ombudsman for Wales,
1 Ffordd yr Hen Gae,
Pencoed,
CF35 5LJ

Telephone: 01656 641 150