Complaints & Suggestions
Important information for patients
The Doctors and staff of this practice want to provide you with a good service. But sometimes things do go wrong and you may want to complain, or maybe just tell us about your concerns or suggest improvements.
Your first point of contact should be with the Practice Manager, who will do her best to deal with the matter. Our patient information leaflet explains the practice in-house complaints procedure which we operate in line with NHS guidance. Your suggestions, compliments and complaints will help us to provide you with a better service.
Complaints leaflet English (click here)
Complaints leaflet Welsh (click here)
Putting Things Right Leaflet
Community Health Council (01639 683490)
The CHC is situated at the First Floor, Cimla Hospital, Neath, SA11 3SY. It is a completely free independent advocacy service for anyone who wishes to make a complaint about any aspect of NHS services, whether it be the hospital, general practice or other health care provider.
The Community Health Council can be found online: Here
Zero Tolerance Policy
We treat our patients with courtesy and respect and ask for the same in return. We ask that you treat your GP and all other Practice Staff courteously– without violence, abuse or harassment.
GPs and their staff have the right to care for others without fear of being attacked or abused. Any behaviour verbal or physical, which causes staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable.
The Zero Tolerance policy includes aggression or threats made in person, over the telephone or in written communication. The Practice considers threatening behaviour to be:
◦Attempted or actual aggressive threatening physical actions made towards any member of staff.
◦The use of aggressive, threatening or abusive language, (including raising of the voice, swearing and cursing, shouting) which threatens or intimidates staff.
This policy applies throughout the premises. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the practice.
Any instance or threat of physical abuse will be reported to the police. The offender will be removed from the premises by the police. The patient will then be removed from the practice list.
Instances of abusive/threatening behaviour will be reported to the Practice Manager, recorded in our incident book and a warning letter will be sent to the patient. The patient may contact the Practice Manager to discuss this Warning Letter if they wish to do so. When the Incident Log Book shows a second recorded offence, the patient will be sent a Final Warning Letter informing them of their breach of the Zero Tolerance Policy and their removal from the Practice list.