About Screening
Information Leaflets - Do you have any suggestions, comments or complaints about Breast Test Wales?
Your suggestions, comments and complaints help us to improve our service. We fully consider them all. This leaflet tells you how to let us know.
What do I do?
Firstly, feel free to talk to our staff, at the time or on the telephone after your visit.
What if I wish to make a complaint?
Often, they will be able to deal with the problem straight away or they may refer you to a more senior member of staff. If you do not want to do this, or are still not satisfied, please write to me: Director of Screening Services, 18 Cathedral Road, Cardiff, CF11 9LJ
We won't treat you differently from other people just because you have made a complaint.
Who may complain?
Any woman who has used our services may make a complaint. If you are unable to make the complaint yourself, someone else, such as a relative or friend, can complain for you. We will need to know that they have your consent to do so.
Is there a time limit?
Yes, normally within six months of the event, or within six months of you realising you have something to complain about (but not more than one year after the event itself).
How do I make a complaint?
Write to me at the address above. Your letter does not need to be long or detailed but should include:
- who or what you are complaining about and the names of staff if you know them
- where and when the events took place
- what, if anything, you have already done about the issues
- what you would like from the complaint - for example, an apology, an explanation, changes to the service.
Please let me know if you would like a meeting.
Can I get help to write my complaint?
You can ask for advice and support from your Community Health Council, listed in your local telephone book. If you need an interpreter, we can arrange this.
What happens next?
We will acknowledge your complaint within two working days of receiving it.
We will investigate to find out what happened. We may need to look at your screening records - you can ask to see these too. The Director of the National Public Health Service for Wales, who is responsible for reviewing complaints about breast screening in Wales, will reply to you within 20 working days. If we cannot complete the investigation within this time, we will tell you the reason and when to expect to receive a reply.
We treat all matters in confidence
We will keep your personal details confidential and only share information with people who need to know.
What if I am still dissatisfied?
You can ask for an independent review or contact the Ombudsman.
Write to the Independent Review Secretariat or the Ombudsman telling them why you are dissatisfied. You must do this within 28 days of receiving your final letter about the complaint. We will give you full details in our reply. You may also like to seek advice and support from your local Community Health Council.
The Welsh Assembly Government leaflet 'Complaints in the NHS - A guide to handling complaints in Wales' has further information.
Please ask us if you would like this information in alternative format such as large print or on audio tape. We also have information in other languages.
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