Builth & Llanwrtyd Medical Practice

Useful Contacts Builth & Llanwrtyd Powys teaching Local Health Board Medical Practice The Patient Experience Concerns Team www.builthsurgery.co.uk Powys Teaching Health Board

Quality and Safety Unit Putting Things Right Leaflet Library & Conference Centre Bronllys The purpose of this leaflet is to tell you how we deal Brecon with a concern that has been raised about any Powys LD3 0LU service that we have provided

Telephone: 01874 712697 If you have any questions relating to this leaflet, please ask the reception staff for help

Community Health Council

Chief Officer Brecknock & Radnor Community Health Council Advocacy Office, Room 107, Neuadd Brycheiniog,

Cambrian Way, BRECON Powys LD3 7HR

Telephone: 01874 624206 The Practice provides a confidential service to all our patients, including under 16s.

Public Services Ombudsman for Wales In order to provide you with high quality health care, your doctor may need to share information about Public Services Ombudsman for Wales you with other health care professionals, and on

1 Ffordd yr Hen Gae occasion, lay people. If you have any concerns Builth Wells Surgery about this please contact the Practice Manager. PENCOED Glandwr Parc CF35 5LJ BUILTH WELLS Powys Telephone: 0845 601 0987 LD2 3DZ If you have difficulty Email: [email protected] Telephone: 01982 552207 reading this leaflet please ask for a large print copy What happens next? Practice Putting Things Right procedure Who can raise a concern? We will If you have a concern about the service you If this is something that has happened to you,  Let you know that we have received have received from the doctors or any of the you can raise the concern yourself. If you your concern within 2 working days staff working in this practice, please let us prefer, a carer, friend, relative or your local  Ask you if you have any particular know. We operate a Putting Things Right CHC can represent you but you will be asked needs that we should be aware of in procedure as part of the NHS system for to agree to this. dealing with your concern dealing with concerns.  Investigate your concern How soon should I tell someone about my  Let you know what we have found and Our concerns system complies with the concern? what we are going to do about it national guidelines. It is best to talk to someone about your In most cases, let you have a final reply We would like to reassure you that raising a concern as soon as possible after the problem within 30 working days of the date when we concern will not be taken negatively, or happened but you can take up to 12 months to first received your concern (weekends and adversely affect the care you receive. let us know. If a longer time has passed but bank holidays excluded). If we can’t reply there are good reasons for the delay, tell us to you in that time we will give you the anyway, as we may still be able to deal with reasons why and let you know when you your concerns. can expect to receive a reply.

Who should I talk to about my concern? Concerns should be addressed to: What you should do if you are still If you feel able to do so the best place to unhappy start is by talking to the staff who were The Practice Manager involved with your care and treatment. They The Surgery If your concern has been looked at by us can try to sort out your concern immediately. Glandwr Parc and you are still not happy with our If this doesn’t help or if you do not want to Builth Wells response, you can contact the Public speak to staff who provided the service, then Powys Services Ombudsman for Wales. The you can contact the Practice Manager. LD2 3DZ contact details for the Ombudsman can be found at the end of this leaflet. Alternatively, you may ask for an appointment with the Practice Manager to discuss your concerns. She will explain the concerns procedure to you and make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your concern.