Practice Complaints Procedure

Here at Borras Park Surgery we want to offer you a good service, but sometimes things do go wrong.

RECEIVING COMPLAINTS:

The Practice may receive a complaint made by, or on behalf of a patient, or former patient, who is receiving or has received treatment at the Practice. If you wish to make a complaint on someone else's behalf we will require their written consent before we can deal with the complaint.

HOW DO I COMPLAIN?

We would appreciate if you could contact the Practice AS SOON AS POSSIBLE. Complaints may be received either verbally or in writing to the Complaints Manager or his/her stand in if the Complaints Manager is unavailable. If you need help writing your letter you can contact Clwyd Community Health Council who are an independent organisation. Their purple leaflets containing more information are available in the practice. More information is contained in the Local Health Board's `How to complain'. If you wish your complaint to be dealt with through the Local Health Board you will need to complete the Consent Form in their leaflet and send it to them with your letter of complaint.

PERIOD WITHIN COMPLAINTS CAN BE MADE:

  •   Within 6 months from the date of the event: or
  •   Within 6 months from the date on realising that you have the problem

WHO DO I COMPLAIN TO?

Mrs Debbie Pardoe
Practice Manager
Borras Park Surgery
Borras Park Road
Wrexham
LL12 7TH

ACTION UPON RECEIPT OF COMPLAINT?

  •   We shall acknowledge your complaint within 2 working days. (weekends and bank holidays not included)
  •   Ensure the complaint is properly investigated.
  •  In most cases we will let you have a final reply within 30 working days of the date when we received your concern (weekends and bank holidays not included).

WHAT HAPPENS NEXT?

We hope you will use a complaints procedure if you have a problem as we believe that this will give us the best chance of putting right what went wrong.

Complaints will be reviewed at practice meetings for staff to ensure any actions required are put into practice.

We would hope that the complaint has been corrected and whatever went wrong has given Practice the opportunity to learn from the points. If however you remain dissatisfied with the outcome. The Independent Review Secretariat Wales undertakes this role within 28 days.

Public Service Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Tel No 01656 641150/Fax No 01656 641199

Community-Health-Council Cartrefle
Cefn Road
Wrexham
LL13 9NH
Email complaints@bcchc.org.uk
Tel No 01978 356178