Skip to main content

Raising a Concern

Concerns

 

We value all patient feedback. Should you wish to share your views please find a box located in the waiting area where you can leave your comments or suggestions and these will be discussed by the Practice at management meetings and responded to accordingly.  

Raising a Concern 

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 sort out your concern immediately. If you would be prefer to speak to the supervisor or manager then this can be arranged.

 

Receiving of concerns

The Practice may raise 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

(a) The Reception Manager and Practice Manager are responsible for the operation of the concerns procedure and the investigation of concerns; and

(b) Dr A Khan, 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 or on by completed “Raising Concern” form and must be handed into Reception, who 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.

 

Escalation

Concerns raised with the Local Health Board about or by primary care providers

Aneurin Bevan University Health Board (ABUHB) operate a Putting Things Right department.  If patients do not want to raise their concerns with the staff at their surgery they can ask a member of the Concerns Team at their Local Health Board (Aneurin Bevan – 01495 241203) to look into their concern about their primary care provider instead of taking the matter to the practice. 

If there is a good reason for doing so, the Practice can also ask a Local Health Board to investigate a concern instead of them. The main points to be aware of are that:

  • It is not possible for both the Local Health Board and the practice to investigate a concern
  • Local Health Boards will decide, in accordance with the guidance, whether they can investigate a concern about a primary care provider
  • Local Health Boards will not be able to investigate all concerns raised about a primary care provider – most will be referred back to the practice for investigation

Llais

Getting help to raise your concern 

If you need help to raise a concern, Llais – your voice in health and social care can help you do this. Llais is an independent body and its free Advocacy service and can provide information, advice and support to members of the public who may wish to raise a concern.
 
Llais can support you to raise a concern and give advice on the most appropriate course of action. You can contact your local Llais office at the following address:
 
Advocacy Service
Llais – Gwent Region
Raglan House
6-8 William Brown Close
Llantarnam Business Park
Cwmbran
NP44 3AB
 
Tel:  01633 838516

e-mail: gwentadvocacy@llaiscymru.org

To access Llais’ website go to Your voice in health and social care | Llais (llaiswales.org) (opens in new window)