Comments, Complaints and Concerns
Roseneath Medical Practice welcomes all feedback, good or bad, to help us in providing the best care and treatment we can for our patients.
It is important that we hear the views of our patients so that we can understand how we can improve our services in future.
What you should do if you have a concern:
- Raise the matter with a member of staff who will endeavour to resolve your concern or if they can't resolve it for you immediately, will report it to the Management Team for further investigation.
- If you would prefer to deal with a member of the Practice who is not directly involved with your concern, please submit this to us in writing for the attention of the Practice Manager/Deputy Practice Manager. You can post this or hand deliver it to our address which can be found HERE. Alternatively, you can send your concern via email to admin.roseneath@wales.nhs.uk marked for the attention of the Practice Manager/Deputy Practice Manager. PLEASE NOTE, this email address should not be used to request general advice from a clinician, to request appointments, test results or prescriptions.
Please note - If your concern is of a clinical nature, a doctor who is not involved may be asked to lead the investigation.
What we as a practice will do:
- Acknowledge your written concern within two working days, if the matter cannot be satisfactorily resolved immediately.
- Investigate the matter thoroughly and aim to provide you with a written response within 30 working days. If for any reason we cannot meet this timescale, we will keep you informed of the progress and your new target resolution date.
- Provide a response which will include an explanation and any action that we will be taking as a result of your concern to prevent similar events in future.
- If our response does not meet your satisfaction, we invite you to get back in touch with the practice, or we may direct you to the next stage which is detailed below.
Social Media
Roseneath Medical Practice endeavour to provide the best service we can to our patients. Unfortunately, on occasion, you may feel that we have failed to achieve this. Should this be the case, the Practice requests that you contact the Practice Manager to discuss the situation rather than sharing your comments on a social media platform.
If the Practice become aware that inappropriate content has been posted online (this includes defamatory statements or personal comments, particularly those concerning violence) then the Practice will ask you to attend a meeting to discuss the situation.
Patients can also write to any of the following, however, we would appreciate it if you approach a member of the Management Team in the first instance. This will allow us to investigate and hopefully resolve your concerns as quickly as possible:
Betsi Cadwaladr University Health Board (BCUHB)
- 01248 384194
- ConcernsTeam.bcu@wales.nhs.uk
- Concerns Team,
Ysbyty Gwynedd,
Bangor Gwynedd,
LL57 2PW
Community Health Council
- 01978 356178
- admin@bcchs.org.uk
- Community Health Council,
Cartrefle,
Cefn Road,
Wrexham
LL13 9NH
Public Services Ombudsman (Wales)
- 0845 601 0987
- ask@ombudsman-wales.org.uk
- www.ombudsman-wales.org.uk
- 1 Ffordd yr Hen Gae,
Pencoed,
CF35 5LJ
If you are raising a concern on behalf of another patient i.e. relative, friend, carer etc. we would require the patients explicit consent in writing before commencing an investigation.
More information can be found in the below leaflet: