Complaints Procedure

We take all complaints seriously.  If for any reason you are dissatisfied with the service or treatment provided by Iechyd Teifi Health, we will make every effort to investigate and address your complaint as soon as possible.  If you wish to make a formal complaint, please follow these steps:

1. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  However, if you are unable to resolve the issue informally, please write to the manager, Mrs. Rhian James, or directly to the clinician involved.   In your letter you should set out your complaint in as much detail as possible.

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within 20 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall 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 you receive an apology, where this is appropriate.
· Identify what we can do to make sure the problem does not happen again.

Our contact details can be found on the Contact Us part of the Iechyd Teifi Health Website.

2. If you are not satisfied with the initial response to the complaint, you can write to Iechyd Teifi Health's Manager and ask for your complaint and the response to be reviewed. You can expect the Manager to acknowledge your request within 2 working days of receipt and a response within 20 workings days.

We aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. The timescales given for handling and responding to complaints are therefore indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage
If you are not satisfied with the subsequent reply from Iechyd Teifi Health's Manager, then you have the option to seek independent adjudication from the Independent Sector Complaints Adjudication Service (ISCAS).

This stage is only available to complainants who remain dissatisfied once Stage 1 and Stage 2 are exhausted.

A complainant should then request the Adjudication by writing to the Secretariat:

Independent Sector Complaints Adjudication Service
Centre Point
103 New Oxford Street
London
WC1A 1DU
This written request for adjudication must be made within twenty-five days of the final determination by Iechyd Teifi Health at Stage 2. The complainant at Stage 3 should provide reasons to explain the dissatisfaction with the outcome of Stage 2. The ISCAS Secretariat will seek confirmation from Iechyd Teifi Health that Stage 2 has been completed.

The ISCAS Secretariat will notify Iechyd Teifi Health of a request for Stage 3 made directly within ten days. The Secretariat will then be the main contact for the complainant once Adjudication is started. A complainant accessing this service will be asked to consent to release of records from Iechyd Teifi Health relevant to the complaint and a report will be made to the complainant and Iechyd Teifi Health.

Additional information for patients about ISCAS can be found at:

https://iscas.cedr.com/patients/complaints-process/

The Healthcare Inspectorate Wales
Some healthcare services are required to be registered by the Healthcare Inspectorate Wales (HIW) which regulates Health and Adult Social Care Services in Wales. The HIW does not investigate complaints but considers relevant information about practice providing regulated activities within the terms of the legislation. They can be contacted at:

Healthcare Inspectorate Wales
Government Buildings
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ

Relevant Websites:
Iechyd Teifi Health: www.teifihealth.co.uk

Independent Sector Complaints Adjudication Service: www.iscas.cedr.com

Health Inspectorate Wales: www.hiw.org.uk