Complaints Policy – Môr Health

Policy Statement

Môr Health is committed to providing high-quality, patient-centred care.

We welcome feedback and take all concerns and complaints seriously. Complaints are viewed as an opportunity to improve our service and ensure the highest standards of care.

Raising a Concern or Complaint

We encourage patients to raise any concerns as soon as possible.

Concerns and complaints can be made:

Where possible, we will aim to resolve concerns promptly and informally.

If a concern cannot be resolved immediately, it will be managed as a formal complaint.

Formal Complaints Process

Once a formal complaint is received:

  • we will acknowledge receipt within 2 working days

  • the complaint will be reviewed and investigated

  • a full written response will be provided within 20 working days

If the investigation requires more time, we will keep you informed of progress and expected timelines.

Investigation

Complaints are overseen by the Responsible Individual:

Dr David Cooper

The investigation will involve a review of relevant clinical records, correspondence, and any other relevant information.

All findings are documented securely. Where appropriate, complaints may be discussed with clinicians or staff involved to ensure a fair and thorough review.

Learning and Improvement

We are committed to learning from complaints.

Where appropriate, changes will be made to improve systems, processes, or care delivery. Complaints may be reviewed as part of ongoing governance and quality improvement.

Confidentiality

All complaints are handled confidentially and in accordance with data protection law.

Where a complaint is made by someone acting on behalf of a patient, we may require the patient’s consent before sharing confidential information.

Escalation

If you remain dissatisfied after our response, you may contact Healthcare Inspectorate Wales (HIW).

HIW does not investigate individual complaints but is responsible for monitoring the quality and safety of independent healthcare services in Wales.

Healthcare Inspectorate Wales (HIW)

Rhydycar Business Park

Merthyr Tydfil

CF48 1UZ

Email: hiw@gov.wales

Phone: 0300 062 8163

Website: www.hiw.org.uk