Complaint Policy

1. Introduction

South Wales Medical Services (SWMS) is dedicated to providing the highest quality healthcare services to our patients. We value feedback from our patients, employees, and stakeholders and are committed to addressing concerns and complaints promptly and effectively. This Complaint Policy outlines the procedures for lodging and resolving complaints in a fair and transparent manner.

2. Scope

2.1. This policy applies to all complaints received from patients, their families, employees, contractors, and other stakeholders regarding any aspect of SWMS’s services, operations, or conduct.

3. Principles

3.1. SWMS is committed to the following principles when handling complaints:

  • Accessibility: We will ensure that the complaint process is easily accessible to all individuals.
  • Confidentiality: Complaints will be treated with the utmost confidentiality, respecting the privacy of all parties involved.
  • Fairness and Impartiality: Complaints will be investigated and resolved in an unbiased and fair manner.
  • Timeliness: Complaints will be addressed promptly and resolved within a reasonable timeframe.
  • Transparency: We will keep complainants informed about the progress of their complaints and the outcomes of investigations.

4. Lodging a Complaint

4.1. Complaints can be lodged through the following channels:

  • In Person: Speak to the relevant staff member or supervisor.
  • Phone: Contact the designated complaint hotline.
  • Email: Send an email to the designated complaint email address.
  • Written Letter: Mail a written complaint to the address provided by SWMS.

4.2. Complaints should include sufficient details to allow SWMS to investigate and address the issue effectively.

5. Complaint Handling Process

5.1. Upon receipt of a complaint, SWMS will initiate the following steps:

  • Acknowledge receipt of the complaint within [specified timeframe].
  • Assign the complaint to the appropriate individual or department for investigation.
  • Conduct a thorough investigation, which may involve gathering relevant information, speaking to involved parties, and reviewing relevant records.
  • Notify the complainant of the progress of the investigation and estimated resolution timeline.
  • Take appropriate actions to address the complaint and prevent similar issues in the future.
  • Communicate the outcome of the investigation to the complainant, including any remedies or corrective actions taken.

6. Escalation

6.1. If a complainant is dissatisfied with the resolution provided, they may request an escalation of their complaint to a higher level within SWMS.

6.2. SWMS will provide clear instructions on how to escalate a complaint and the contact details of the relevant escalation point.

7. Records Keeping

7.1. SWMS will maintain accurate records of all complaints received, actions taken, and resolutions provided.

8. Continuous Improvement

8.1. SWMS will use feedback from complaints to identify opportunities for improvement in our services, operations, and policies.

9. Conclusion

SWMS values the feedback and concerns of our patients, employees, and stakeholders. This Complaint Policy reflects our commitment to addressing complaints promptly, fairly, and transparently. We strive to continuously improve our services based on the insights gained from complaints.


Simon Garratt
Managing Director
18 August 2023