We can only look at complaints about care given under the NHS; we cannot look at treatment given on a private basis.
Practice staff, such as nurses or receptionists, are employed by GPs, who are responsible for their actions. Any complaint about practice staff should be directed to the GP practice in the first instance.
When looking at complaints about clinical care, we will assess whether the standard of care was appropriate in the circumstances at the time, rather than of a “gold standard”.
There are a number of circumstances where GPs are allowed to remove patients from their list – for example, when a patient moves away from the Practice’s area, or when the professional relationship between doctor and patient has broken down. You should normally be given a written warning before being removed from the list and given reasons for why you are being removed. You should not normally be removed from a Practice list simply because you have made a complaint.
Complaints about NHS out-of-hours services should normally be directed to the relevant Health Board in the first instance (see below for contact details).
Llais can provide free help and support with making your complaint. You can contact them via their helpline on 02920 235 558.
Your local Health Board may also be able to help you. Contact details for the Health Board for your area can be found at www.wales.nhs.uk/ourservices/directory.