Raising a Concern
Complaints
Richmond Clinic aims to give a friendly, efficient and professional service to all our patients. However if you have any concerns about any aspect of our service, then please let us know.
Speak to whoever you feel most comfortable with – Doctor, Nurse, Practice Manager, Reception Staff. Most problems can be resolved quite easily but if you feel your issues are unresolved then please contact the Deputy Practice Manager, Mrs Kerry Wood. We have a complaint procedure in place and your complaint will be dealt with. We will acknowledge your complaint within 2 working days. When we look into your complaint 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 so wish.
- Ensure that you receive an apology if this is appropriate.
- Identify what we can do to ensure that the problem doesn’t happen again.
Putting Things Right Leaflet.pdf
Representing the voice of people in Wales with Health and Social Care Matters
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 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 the following address:-
Advocay Service
Llais - Gwent Region
Raglan House
6-8 William Brown Close
LLantarnuam Business Park
Cwmbran
NP44 3AB
Telephone 01633 838516
email gwentadvocacy@llaiscymru.org
Your responsibility as a patient
- You have a responsibility to use the NHS appropriately.
- Treat the staff with respect and courtesy (they are here to help you).
- Be patient.
- Give adequate notice if you are unable to keep your appointment.
- Keep your consultation concise and direct and deal with one problem at each consultation (each appointment is for 10 minutes). This is to ensure that the people waiting after you are not delayed.
- Do not misuse urgent appointments that may be required for other patients.
Bad Behaviour
We have a “zero tolerance” policy and take seriously any threatening, abusive or violent behavior against any of our staff or patients. If a patient is abusive they will be warned to stop their abusive behavior. If they persist we will exercise our right to take action to have them removed from our list of patients. Any violent or threatening behavior will result in the Police being called and the patient being immediately removed from our Practice list.