Complaints Procedure

We aim to provide a high quality service to our patients, however if you have a complaint or concern about the service you have received from the doctor or any of the staff working in this practice, please let us know. We operate a practice complaints procedure which meets national criteria, a leaflet is available from reception.

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. This will make it easier to establish what happened.

Your complaint should be addressed to:-

Mrs Anne Beese
Practice Manager
White Rose Medical Practice
White Rose Way
New Tredegar
Gwent
NP24 6EE

Alternatively, you are welcome to make an appointment with the Practice Manager to discuss your concerns and she will guide you through the procedure and make sure that your complaint is dealt with promptly. It will be helpful if you are as specific as possible about your complaint.

What We Will Do

We will acknowledge your complaint within two working days and aim to have investigated your complaint within ten working days of the day you raised it with us. We will then be in a position to offer you an explanation or, if you so wish, a meeting with the people involved. 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 would like this.

- Make sure that you receive an apology, where this is appropriate.

- Identify what we can do to ensure the problem does not happen again.

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to the Local Health Board

We hope that, if you have a problem, you will use our practice complaints procedure first. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the Local Health Board if you feel that you cannot raise your complaint with us or if you are dissatisfied with the result of our investigation. You may also like to contact the Gwent Community Health Council for advice.

Useful Addresses

Caerphilly Teaching LHB
Unit 1
Newbridge Gateway
Bridge Street
Newbridge
NP11 5GH


Caerphilly Community Health Council
Pier Head Buildings
Bedwllwyn Road
Ystrad Mynach CF82 7WF