New Chapel Street Surgery

01633 485 155

Complaints Procedure

We are always pleased to receive suggestions for improving our services and we value getting compliments as well. We hope you will never have cause for a serious complaint but if you do, we have a complaints procedure aimed at quick resolution of problems.

Please address all correspondence to our Practice Manager, Mrs D Jones

The doctors and staff at Chapel Street Surgery strive to deliver high quality patient care at all times and in all areas of contact with the patient or patient’s representative, and are realistic enough to appreciate that there are times when less than efficient service may be given or instances where the patient is less than happy with the service they have received.

In order to attain and maintain high standards of care, feedback is needed from those to whom the care is delivered; one mechanism is the complaints procedure.

As a patient, you have a right to complain about any aspect of the service with which you are less than satisfied, and the Practice has produced this Complaints Procedure to assist you through this.

Any complaint you wish to make can be accepted either in writing or verbally, and should preferably be addressed in either case to the Practice Manager. If you feel the doctor is the most appropriate person to approach, you are free to do so. You have up to 12 months to raise a concern.

If your complaint is written, you will receive acknowledgment within three working days from receipt.

If your complaint is verbal, you will be asked to leave your name and contact details and you will be contacted with regards to your complaint within 1 working week.

Any complaint you make will be investigated and you will receive a written report from the practice as to the outcomes of the investigations and, where appropriate, the steps taken to ensure the situation does not occur. This will normally be received within 30 working days (if this is not possible, reasons why will be explained to you and when you can expect a reply).

If considered appropriate by all parties, you will be invited to attend the surgery to discuss the matter with the Practice Manager and, where appropriate, one or more of the doctors, following which you will receive a written statement from the Practice as to the discussion and the outcome.

Where other parties are involved, you will be kept informed as to the steps being taken to obtain their statements.

The Practice will strive to deal with complaints in a methodical and efficient manner in order to bring about an equitable conclusion.

It is sincerely hoped that any complaint you have about the Practice can be dealt with by those responsible for ensuring patient care and delivery of services within the Practice, but there are times when you may feel this is inappropriate, or you may not be happy with the results of the complaints procedure.

Should you wish to discuss any part of this document with the Practice Manager, please ask the Receptionist to arrange this for you.

How to Complain to the Local Health Board

We hope that, if you have a problem you will use our Practice Complaints Procedure. We believe this will give us the best chance of addressing what has gone wrong and an opportunity to improve our Practice.

However, this does not affect your right to approach our Local Health Board if you feel that you cannot raise your complaint with us. You should contact the Putting Things Right Team below:

Telephone: 01495 745656


Address: Bevan University Health Board Putting Things Right Team
St Cadocs Hospital, Lodge Road, Caerleon, NP18 3XQ

Community Health Council

You can also contact the Community Health Council

Telephone: 0845 644 7814 / 02920 235 558



Public Services Ombudsman for Wales

In the event you remain unhappy with the response from the practice; you have the right to ask Public Services Ombudsman for Wales to investigate:

Telephone: 0845 6010987



Address: 1 Frordd yr Hen Gae, Pencoed, CF35 5LJ