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Legal

Complaints.

How to raise a concern or make a complaint about your care.

We want you to be happy with your care. If something has gone wrong, or you are unhappy with any part of your experience, please tell us — we take every concern seriously and will use it to put things right and to improve.

How to complain

Please raise your complaint with us first. You can contact our Manager, Arvin Rodrigues, who is responsible for handling complaints:

To help us look into your complaint quickly, please include your name and contact details, what happened and when, the names of any staff involved if you know them, and what you would like us to do to put things right.

What happens next

  • We will acknowledge your complaint within 3 working days.
  • We will look into it fairly and aim to send you a full written response within 20 working days. If it will take longer, we will explain why and keep you updated.
  • If you are not satisfied with our first response, you can ask for it to be reviewed by a senior member of the clinic who was not involved in handling your complaint.

If you are still not satisfied

Healthcare Inspectorate Wales (HIW) regulates Bridge House Clinic. You can share your concern with HIW, which helps them check that we meet the required standards. Please note that HIW cannot investigate or resolve individual complaints — in their words, “We cannot investigate your complaint but we can check that the service is meeting the regulations and standards.”

Healthcare Inspectorate Wales, Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ. Phone 0300 062 8163. Email hiw@gov.wales. Website hiw.org.uk.

If your concern is about a doctor's fitness to practise, you can contact the General Medical Council (GMC). The GMC looks at whether a doctor is fit to practise; it cannot award you compensation, make us apologise, or resolve your individual complaint.

General Medical Council, 3 Hardman Street, Manchester, M3 3AW. Phone 0161 923 6602. Email gmc@gmc-uk.org. Website gmc-uk.org.

Making a complaint does not affect your legal rights. You may also seek independent legal advice.