Raising a Concern

Complaints 

We always try to provide the best service possible, but there may be times when you feel this has not happened.  The following information explains our in-house complaints procedure, drawn up to respond to patient grievances.  We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.  Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. 

If you wish to make a complaint, please contact the surgery and ask to speak our Practice manager, Nesta Moore. She will take the full details of the complaint and a decision will be made on how best to undertake the investigation.  We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details of your complaint within five days. Occasionally it may take longer, but we will keep you informed throughout.  We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

If we are unable to resolve the concern raised, you have the opportunity to email our local Health Board using cav.concerns@wales.nhs.uk who will take the matter and discussions forward.

How the Practice handles your information

Purpose of providing this privacy information

This privacy notice tells you what to expect when you, and sometimes others, provide your personal information to us.  It sets out what information we collect about you and why we collect it, how the information may be used, who it may be shared with and how we will protect it and keep it confidential.

The notice explains what rights you have to control how we use your information, our legal basis for processing it and how you can access it. We also explain who to contact if you have any questions and how to contact them.

Taff Riverside Practice is the Data Controller for the personal information we process, unless otherwise stated. There are many ways you can contact the Practice, including by phone, email, and post. Further details can be found on our Practice Details webpage.

If you have concerns or queries about how we process your personal information, please contact the Practice direct or our Data Protection Officer in the first instance.

Practice Information Governance Lead

 Nesta Moore of IG Lead/Practice Manager

Data Protection Officer

Under UK Data Protection legislation, the Practice is required to appoint a Data Protection Officer (DPO). This role is essential in facilitating the Practice accountability and compliance with data protection requirements.

The Practice DPO is:

Digital Health and Care Wales,
Information Governance, Data Protection Officer Support Service
4th Floor, Tŷ Glan-yr-Afon
21 Cowbridge Road East
Cardiff
CF11 9AD
Email : DHCWGMPDPO@wales.nhs.uk

Unacceptable Behaviour

We are seeing an increase in the amount of unacceptable behaviour displayed against practice staff.   These incidents are often when staff are unable to provide certain things, such as specific appointments or items on demand.

Our staff will always help as best they can, but in many cases these matters are outside their control.

Patient Removals from Practice List

At Taff Riverside Practice, a patient can removed from our list, but it's a serious matter requiring careful consideration and usually a warning letter, with exceptions for violence or abuse where immediate removal might occur. 

Here's a more detailed explanation:

Reasons for Removal:

• Breakdown of the Doctor-Patient Relationship: When the relationship becomes unsustainable due to persistent issues, such as repeated unreasonable behaviour or non-attendance. 
• Violence or Abuse: If a patient engages in violence or abusive behaviour towards staff or other patients, immediate removal is possible. 
• Moving Out of Practice Area: If a patient moves outside the practice's designated service area, they may be removed. 
• Patient Request: A patient can request to be removed from the practice list. 
• Death: If a patient dies, they are automatically removed from the practice list. 
• Recurrent Non-Attendance: Repeated failure to attend scheduled appointments without notice can be grounds for removal. 

Procedure for Removal:

1. 1. Warning Letter:

   Before removal, the practice should ideally issue a warning letter to the patient, outlining the reasons for the potential removal and giving them an opportunity to address the issues. 

2. 2. Independent Party Consultation:

   The practice should consider discussing the problem with an independent party, such as an LMC secretary, before proceeding with removal. 

3. 3. Written Notice to NHS England:

   If removal is necessary, the practice must send a written notice to the PCO or NHS England, providing the patient's name, address, date of birth, and NHS number. 

4. 4. Removal Takes Effect:

   The removal will take effect on the eighth day after the request is received, or eight days after treatment ceases if the patient is being treated at intervals of less than seven days. 

5. 5. Record Keeping:

   A written record of the warning and the reasons for removal must be retained. 

6. 6. Explanation and Review:

   The practice must be prepared to explain the reasons for the removal and offer an opportunity to review the decision. 

7. 7. Notification to Patient:

   The patient should be informed of the removal and the reasons for it. 

The GP Partners will not, under any circumstances tolerate this type of behaviour towards staff in any form (ie verbal, physical, in person or by phone) and will adopt a zero-tolerance approach in all cases.