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Your Views and Complaints
Your Views
At Vale Healthcare we aim to provide the best possible service to patients and visitors.We are keen to gain your views to enable us to constantly improve our services.
You can let us have your views by completing the Patient Satisfaction Survey which you received with your booking information. You can leave it at reception or return it to us by mail – the postage is pre-paid. Additional copies of the Patient Satisfaction Survey can be located at main reception.
Complaints
We will listen to your concerns, act positively to put matters right when they may have gone wrong and constantly improve the quality of service by learning lessons from your views.
Our policy is that all complaints will be taken seriously and dealt with thoroughly to the satisfaction of the complainant. Should you have any issues with our service delivery, please bring them to the attention of a member of staff.
Details of our complaints procedure can be obtained from reception.
In summary, there are three stages to the complaints procedure:
Stage 1 – Local resolution, managed by the Directorate/Department.
Stage 2 – Internal Appeal, managed by the Chief Executive.
Stage 3 – Independent external adjudication, referred to a Vale Healthcare Director on the Board.
Please comment or raise your concerns with a member of staff or the Department Manager. We will make sure that a formal note of your issues are made and ensure that you receive a response from the Department Manager.
Alternatively, please write to:
Karen Healey
Head of Clinic Services
The Vale Hospital
Hensol Castle Park
Hensol
Vale of Glamorgan
CF72 8JX
Tel: 029 2083 6700
Fax: 029 2083 6700
