Suggestions from Our Patients

We are always happy to hear suggestions from patients, particularly in regard to the medical centre. We have suggestion boxes in each branch and will periodically ask our patients for their opinions on their experience. We publish responses to the suggestions on the surgery notice boards and on the website. From time-to-time, we may also use the Patient Feedback Polls at the bottom of our website to collect responses.

Complaints

If you have a concern regarding the service you have received from the Practice, please contact us in writing, email (andrew.langley@wales.nhs.uk), or verbally, the Practice Manager, Mr. Andrew Langley, NRMC, 4 Beddau Way Caerphilly CF83 2AX (within 12 months of the incident to which you are unhappy about). Your concern, and all communications thereafter, will be recorded in a concern's register.

Acknowledgement of your concern will be given within two working days, and an explanation usually given within thirty working days. If there is any reason why we cannot give a full explanation within this time frame, we will communicate this to you, explaining what this is.

An informal meeting can be offered, and you have the right to be accompanied by a friend, relative or other representative (such as from the Community Health Council). Normally, a written account of this meeting will be sent to you shortly afterwards.

The practice aims to settle concerns by dialogue, and we are always happy for this to continue for as long as necessary in whatever depth is necessary to resolve the matter. If however, despite this process of ‘local resolution’ you feel your concern has not been resolved there are two ways your concern can be dealt with further. The first is you may raise the matter directly with Aneurin Bevan Health Board “putting things right” team. We have provided the contact details how for the LLAIS (Gwent area) who provide free and independent advice and an advocacy service.

If you are unhappy about the results of our investigation and do not feel able to discuss this with us further, you do have the right to contact the Public Service Ombudsman for Wales, who will review the matter. The Ombudsman can accept complaints through his website, by e-mail, in writing, or over the phone. We are required to regularly provide Aneurin Bevan Health Board statistics on numbers of concerns received and areas of concern. However, in line with the General Data Protection Regulations (2018) we do not share any patient Information with third parties, including concerns, except with the knowledge and consent of the patient concerned. There are separate procedures regarding concerns on behalf of children, complaints on behalf of 3rd Parties (such as individuals who are not able to deal with affairs of this nature). Please contact the Practice Manager if you wish to have more information on this process or view information on our website https://www.nantgarwroadmedicalcentre.wales.nhs.uk

​Information about 'Putting Things Right​'

More information and resources in alternative formats and languages can be found on the Welsh Government putting things right website (opens in new tab).

Putting things right guidance in alternative formats (opens in new tab)

Putting things right guidance in foreign languages (opens in new tab)

The NHS Duty of Candour

From April 2023 The duty of candour is a legal requirement for all NHS organisations in Wales. It requires them to be open and transparent with service users when they experience harm whilst receiving health care. They will be required to:

• talk to service users about incidents that have caused harm
• apologise and support them through the process of investigating the incident
• learn and improve from these incidents
• find ways to stop similar incidents from happening again

This duty builds on the Putting Things Right that has been in place since 2011.

As a service user you do not need to do anything for the duty of candour.  

Go to the Legislation.gov.uk website to read the Duty of Candour Regulations

Watch the video to learn more about the Duty of Candour.

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:

Get in touch with us on 01633 838516 
or email us at gwentadvocacy@llaiscymru.org

​Public Services Ombudsman For Wales​

​If you are unhappy with the way we have handled your complaint, please let us know so that we can discuss this with you.  Additional steps can be taken to try and answer all of your questions.​  ​However, if you are still not happy, you can report it to the Public Services Ombudsman For Wales, but only if your complaint has already been investigated by the surgery. 

Address: ​Public Services Ombudsman For Wales​. 1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
Telephone: 0300 790 0203​
Email: ask@ombudsman.wales
Ombudsman (opens in new tab)

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation, we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.