Complaints Process

The Complaints Process Caldicot Medical Group

Caldicot Medical Group Logo

Grayhill Surgery

Magor Surgery

Woodstock Way



NP26 5AB

01291 420282

Complaints Process 2



Talk to us 

We always try to give the highest standards of care and we understand that we may not always get everything right and by giving us feedback about the problems you have encountered, we will be able to improve our services and patient experience.


Who to talk to

Please let us know as soon as possible by either speaking to a member of staff, completing a feedback form (available at our reception desk), writing to us or by email to the following address


If for any reason you do not want to speak to a member of our staff, then you can request that the Local Health Board investigates your complaint.  They will contact us on your behalf:

Contact details for Aneurin Bevan University Health Board Tel: 01495 745656 email:


Time frames for complaints 

Your complaint will be acknowledged by the practice within three working days and we will aim to investigate and provide you with the findings as soon as we can. We will provide regular updates regarding the investigation of your complaint.

The time constraint on bringing a complaint is twelve months from the occurrence giving rise to the complaint, or twelve months from the time you become aware of the matter about which you wish to complain.  


Investigating complaints 

Caldicot Medical Group will investigate all complaints effectively and in conjunction with legislation and guidance.



Caldicot Medical Group will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patients healthcare record.


Third party complaints 

Caldicot Medical Group allows a third party to make a complaint on hehalf of a patient.  The patient must provide consent for them to do so.  A thirdparty patient complaint form is available from reception.


Final ressponse 

Caldicot medical Group will issue a final formal response to all complaintants which will provide full details and the outcome of the complaint.  


Advocacy support 

Community Health Councils in Wales provide advocacy suport, visit their website for local details


Meic is the helpline service for children and young people up to the age of 25 in Wales 0808 80 23456

Age Cymru may have advocates in the area.  Visit their website or call 0300 303 44 98


Further action

If you are dissatisfied with the outcome of your complaint from either NHS Wales or this practice, then you can escalate your complaint to:

Plubic Services Ombudsman for Wales

1 Ffordd yr Hen Gae


CF35 5LJ

Tel: 0300 790 0203  or email