Do you have any suggestions, comments or complaints about Cervical Screening Wales?

At Cervical Screening Wales we believe that your suggestions comments and complaints help us to improve our service. We fully consider them all. Our aim is to learn and to use them to improve the quality of care we provide.

Suggestion or Comments

Suggestions or comments can be made to your GP or smear taker, to your local Programme Coordinator or to the Director of Cervical Screening Wales. There is also a feedback form on our website for general comments or suggestions.

Complaints: who may complain?

Any woman who is, or who has been, a user of Cervical Screening Wales may make a complaint. If you are unable to act for yourself for any reason, we will accept the complaint from a close relative or friend. Such complaints should always be made with your permission.

All complaints are treated in confidence.

Is there a time limit?

Yes, normally within 6 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).

To whom should I complain?

If you wish to complain about the standard of care you have received when having your smear taken at your surgery or clinic, you should direct it to the staff there. GP surgeries, Local Health Boards and NHS Trusts have their own procedures for handling complaints.

If you have complained or commented on the care you have received in the surgery or clinic, you may also wish to discuss this with your local Programme Co-ordinator.

If you wish to complain about the standard of service you have received from Cervical Screening Wales, you should make the complaint directly to your local Cervical Screening Wales Programme Co-ordinator.

You can find their names and addresses below.

How do I make a complaint?

Verbally: you may wish to speak to your local Programme Co-ordinator who will discuss the issues with you. If the matter cannot be resolved and further action is required, you will be asked to put your complaint in writing.

Written: write to your local Programme Co-ordinator or the Director of Cervical Screening Wales. 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.

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 are unwilling or unable to put it in writing, a senior member of staff will make a record of your complaint. The Director will send you this statement and ask you to check, sign and return it. We would not delay our enquiries should you not wish to sign it.

If you need an interpreter, we can arrange this.

What happens next?

We will acknowledge your complaint within two working days of receiving it.

The Director will investigate to find out what happened. They may need to look at your screening records.

The Director of the National Public Health Service for Wales, who is responsible for reviewing complaints about cervical screening in Wales, will reply to you within 20 working days.

If the investigation cannot be completed within this time, you will be informed of 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. Write to the Independent Complaints Secretariat 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.

Alternatively, for complaints concerning treatment or care received on or after 1st April 2006, you can complain directly to the Ombudsman. You may also like to seek advice and support from your local Community Health Council.

Information leaflets about this are available from: www.wales.gov.uk/nhscomplaints

Suggestions, comments or complaints should be addressed to:

Dr Anne Hauke
Cervical Screening Wales
16 Cathedral Road
Cardiff
CF11 9LJ
Tel: 029 2078 7930

Dr Ann Cattell
Cervical Screening Wales
PO Box 110
Jobswell Road
St Davids Park
Carmarthen
SA31 9AA
Tel: 01267 225001

Dr Anne Hauke
Cervical Screening Wales
Mamhilad House
Mamhilad Park Estate
Pontypool
NP4 0YP
Tel: 01495 332145

Dr Jenny Brick
Cervical Screening Wales
36 Orchard Street
Swansea
SA1 5AQ
Tel: 01792 644677

Dr Louise Pickford
Cervical Screening Wales
Preswylfa
Hendy Road
Mold
CH7 1PZ
Tel: 01352 700227

The Director
Cervical Screening Wales
18 Cathedral Road
Cardiff
CF11 9LJ

Public Services Ombudsman for Wales
Tel: 0845 601 0987
Website: www.ombudsman-wales.org.uk

[CSW11(Ver1)10/06]