AMLWCH

We operate a Practice based complaints in-house procedure and our System meets the National Criteria. If you have a complaint, suggestion or concern about the service you have received from the doctors or any of the staff working in this Practice please let us know. Our Practice Manager Mrs Dilys Roberts is available to deal with any complaints. You can ask for an appointment to see her in order to discuss your concerns. At the meeting she will explain the complaints procedure to you and make sure that your concerns are dealt with promptly. We will acknowledge your complaint within 2 working days and aim to have looked into your problem within 10 working days of the date when you raised it with us. We shall then be in a position to offer an explanation or a meeting with the people involved. How to complain: We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to let us know as soon as possible - ideally within a matter of days or at the most a few weeks as this will enable us to establish what happened more easily. If it is not possible to do that please let us have details of your complaint within 6 months of discovering that you have a problem, provided this is within 12 months of the incident. When we look into your complaints we aim to: Find out what happened and what went wrong; Make it possible for you to discuss the problem with those concerned, if you would like this; Make sure you receive an apology, where this is appropriate; Identify what we can do to make sure the problem does not happen again. This In-house procedure does not affect your right to make a formal complaint to the Betsi Cadwaladr University Health Board if you wish.