The practice takes reasonable steps to ensure that the concerns procedure is accessible to all patients. It is advertised in the practice and the practice leaflet. Anyone wishing to raise a concern can ask for a copy of the practice procedure.
We take reasonable steps to ensure that our patients are aware of:
- the “Concerns – Putting Things Right” procedure.
- the role of Aneurin Bevan University Health Board and other bodies in relation to concerns about services under the contract; and
- their right to assistance with any concern from independent review services.
If you, the patient, feel able to do so, the best place to start is by talking to the staff who were involved with your care and treatment. They will make their best effort to resolve your concern immediately. If you would prefer to speak to the supervisor or manager, then this can be arranged.
Receiving of concerns
The practice may receive a concern made by, or on behalf of a patient, or former patient, who is receiving or has received treatment at the Practice. A relative or friend may raise a concern on behalf of a patient, however if the response is to include personal information, then express consent will be required.
- Where the patient is a child, only a parent or other person who has legal responsibility for the child may raise a concern on the patient’s behalf.
Period within which concerns can be made.
- Concerns can be raised no later than 12 months from the date on which the issue occurred or the date the person realised they had a concern.
- Acknowledgement of concerns to be made within 2 working days of their receipt.
- Response to be sent within 30 working days of receipt of a concern or if that is not possible, the person to be kept informed.
Concerns handling
The Practice Manager is responsible for the operation of the concerns procedure and the investigation of concerns; and
Dr Jayasinghe as senior partner is responsible for the overall effective management of the concerns procedure and for ensuring that action is taken in the light of the outcome of any investigation.
Action upon receipt of a concern
Concerns may be received:
- verbally (by telephone or in person)
- electronically (by email or text)
- in writing (by letter or concern form)
The practice will:
- acknowledge the concern in writing or verbally within the period of 2 working days beginning with the day on which the concern was received.
- ensure the concern is thoroughly investigated.
- provide a full response to the patient within 30 working days beginning with the day on which the concern was received.
If we are unable to provide a response within this time frame, we will provide a reason why and a revised time frame.
Review of concerns
Concerns received by the practice will be reviewed to ensure that learning points are shared with the whole practice team:
Concerns received during the month will be reviewed monthly at meetings of practice staff and managers to ensure any actions required are put into practice.
A full review of all concerns will be carried out annually (at a practice meeting at the end of the clinical year) to identify any trends or additional actions/learning points.
Confidentiality
All concerns will be treated in the strictest confidence.
Where the investigation of the concern requires consideration of the patient's medical records, the Practice Manager must inform the patient or person acting on his/her behalf if the investigation will involve disclosure of information contained in those records to a person other than the Practice or an employee of the Practice.
The practice must keep a record of all concerns and copies of all correspondence relating to concerns, but such records must be kept separate from patients' medical records.
Concerns raised with Aneurin Bevan University Health Board about or by primary care providers.
As part of the Putting Things Right arrangements, If you do not feel able to raise your concerns directly with the practice you can contact the Putting Things Right Team at Aneurin Bevan University Health Board on 01495 745656 or e-mail: Puttingthingsright.ABHB@wales.nhs.uk.
Please note that as an Independent Contractor not directly managed by the Health Board, the Practice would be in the best position to resolve most concerns. The Health Board only become involved in General Practice complaint investigations in rare cases, where there is a serious clinical concern.
Therefore, if you do raise your concern via the Health Board, please be aware that it would likely be sent to the practice to investigate and respond (with your consent).”
It is not possible for both the Health Board and the practice to investigate a concern. The Health Board will decide, in accordance with the guidance, whether they can investigate a concern about a primary care provider.
Public Service Ombudsman for Wales
If you are not happy with the practice’s written response, you can contact the Public Service Ombudsman for Wales: Tel: 0300 790 0203
Address: 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
Llais Cymru
Llais Cymru can provide a free and independent advocacy service, which helps patients or people acting for them to raise a concern.
There are various ways in which you can contact Llais:
Llais Office Hours are:
Monday to Thursday 9.00am - 4.30pm
Friday 9.00am - 4.00pm
Llais Postal Address is:
Llais- Gwent Region
Raglan House
Llantarnam Business Park
Cwmbran
NP44 3AB
Phone: 01633 838516 Email: gwentenquiries@llaiscymru.org
If you wish to know what to do if you have a complaint go to Raising a concern about health and social care services | LLais (llaiswales.org)