Charter for patients, relatives and carers

You can find out more about raising a concern about a doctor on our information for patients pages.

We can only investigate serious concerns about doctors. When a concern is raised about a doctor's behaviour or the way they do their job, we assess whether we need to investigate it. We usually investigate cases where the doctor is putting the safety of patients, or the public's confidence in doctors, at risk.

We want to give you a high standard of service when you raise a concern about a doctor. Here are six commitments you can expect from us.

We will:

Treat you with dignity and respect

We’ll listen to your concerns and give you enough time to explain your situation. We understand that you may be going through a difficult time and we can arrange confidential support through our Independent Support Service. We will take your concerns seriously.

Help you find the best way to raise your concern

We want to help you raise your concern to the right organisation. Sometimes that’s us, but in other cases a different organisation may be better placed to help you. If your concern isn’t something we can deal with, we’ll try and help you find the right place. 

Keep you updated

We’ll explain how we will look into your concern and how we’ll keep you updated on our progress. We’ll let you know if there’s a delay and will provide contact details so that you know who to contact for additional information or updates.

Communicate in a way that works for you

We’ll adapt our communications to best meet your needs. We want to make it as easy as possible for you to understand the information we give you and the decisions we make. You can speak to us on the telephone, write or send an email. Our patient liaison service offers meetings in person if we decide to open an investigation into your concerns.

Handle your information with care

We’ll maintain confidentiality as far as possible. If we believe we need to share your information or details with others outside our organisation to help us handle your concern, we’ll let you know and seek your views.

Learn from your experience with us

We may not always be able to provide the outcome or answer you want, but we do want to learn from your experience of raising a concern with us. If we have made a mistake we will say sorry. We’ll use your feedback to improve our services.

Read the Patient Charter in Welsh