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Gwasanaeth cwsmeriaid / Customer service


Home > Cymru > Gwasanaeth cwsmeriaid / Customer service

Gwasanaeth cwsmeriaid / Customer service


Gwasanaeth cwsmeriaid

Fel sefydliad, ein nod yw darparu’r gwasanaeth cwsmeriaid gorau posibl ar gyfer ein holl gofrestryddion a rhanddeiliaid; dyma pam bod eich adborth, da neu ddrwg, mor bwysig i ni.


Ein hamcanion

  • I gydnabod ein bod wedi derbyn eich adborth cyn pen tri diwrnod gwaith.
  • Ymateb i adborth o fewn 15 diwrnod gwaith.
  • I’ch diweddaru’n rheolaidd ar gynnydd eich ymholiad os nad yw’r mater wedi ei ddatrys o fewn y cyfnodau a gytunwyd.
  • I ddelio â’r holl adborth mewn modd effeithiol, teg a chyfrinachol.
  • I sicrhau y dysgir yn barhaus o adborth a’i weithredu.

Rydym yn sylweddoli bo camgymeriadau’n digwydd o bryd i’w gilydd, felly os ydych yn anfodlon â rhywbeth a wnaethom neu na wnaethom, yna rhowch wybod i ni. Mae’ch adborth yn werthfawr i ni, gan y gall ein helpu i wella ein gwasanaeth, ac felly’r gwasanaeth a dderbyniwch yn y dyfodol.

Ein nod yw ymateb i’ch pryderon o fewn 15 niwrnod gwaith. Os nad yw’n bosibl rhoi ymateb llawn, er enghraifft oherwydd ein bod angen mwy o amser ar gyfer yr ymchwiliad neu am ein bod angen cyngor cyfreithiol, byddwn yn darparu diweddariad ar gynnydd y cwyn.

Sut i wneud cwyn

Cam 1

Bydd y Rheolwr Gwasanaeth a Chwynion yn yr Ysgrifenyddiaeth yn cofnodi eich pryderon cychwynnol ac yn cydnabod ei dderbyn. Dylech nodi eich pryderon yn ysgrifenedig neu trwy e-bost, gallwch ddewis defnyddio’r ffurflen a ddarparwyd ar y dudalen hon. Rhoddir rhif ffôn i ddibenion trafod y broses gwynion ac i ddelio â’ch cwynion yn y lle cyntaf, ond oni bai na allwch wneud hynny, fe ofynnir i chi roi eich pryderon ar bapur.

Bydd eich cwyn yn cael ei basio ymlaen i’r adran berthnasol y delioch â hi’n wreiddiol ar gyfer ymchwiliad ac ymateb.

Cam 2

Os nad ydych yn fodlon â’r ymateb mae’r adran wedi darparu, gallwch ofyn i’ch cwyn a’r ymateb a gawsoch gael ei adolygu gan y Rheolwr Gwasanaethau a Chwynion. Os yn briodol, gall y Rheolwr Gwasanaethau a Chwynion basio’r cwyn yn ôl i’r tîm gwreiddiol i geisio datrys eich pryderon eto. Byddwn yn rhoi gwybod i chi os bydd hyn yn digwydd. Nod adolygiad yw sicrhau bod eich cwyn wedi cael sylw yn unol â’n polisïau a phrosesau cwynion ac adrannol.

Cam 3

Os nad ydych yn fodlon â’n hymateb ac adolygiad, bydd eich cwyn yn cael ei adolygu gan y Prif Weithredwr neu aelod o’r Tîm Rheoli Gweithredol.

Os ydych yn dal yn anfodlon wedi’r cam hwn, bydd unrhyw ohebiaeth a anfonwch atom yn cael ei gofnodi a’i gydnabod, ond oni bai ei fod yn codi materion newydd, ni fyddwn yn ymateb ymhellach i’r pwyntiau a wneir.

Canlyniadau cwynion

Gallai ymateb i’ch cwyn gynnwys:

  • Esboniad o’n polisi a phrosesau yn ymwneud â’ch adborth.
  • Ymddiheuriad am unrhyw wallau sydd wedi digwydd.
  • Pwyntiau dysgu yr ydym wedi casglu o’ch adborth.
  • Adrodd ar gwynion yn HCPC.

Rydym yn adolygu a diweddaru ein prosesau mewnol yn rheolaidd o ganlyniad i gwynion a dderbyniwn ac yn defnyddio adborth o gwynion fel offer i hyfforddi ein cyflogeion a phartneriaid sy’n gofrestryddion. Dyma rai enghreifftiau o welliannau diweddar:

  • Datblygu ail gofrestriad byr ar gyfer y rhai sy’n ymgeisio o fewn mis i gael eu dileu o’r Gofrestr.
  • Diweddaru canllaw am gofrestru dros dro ar ein gwefan.
  • Gwelliannau i’n gohebiaeth templed.

Adborth cadarnhaol

Felly hefyd, os ydych wedi derbyn gwasanaeth cwsmeriaid da gan ein sefydliad, neu os ydych chi’n teimlo bod rhywun yn haeddu clod am y gwaith a gyflawnont, rhowch wybod i ni.

Safonau cyflawni gwasanaeth cwsmeriaid Cymraeg:

Rydym yn ymroddedig i gynnig gwasanaeth cwsmeriaid i’r cyhoedd yn iaith a fformat eu dewis yn cynnwys y Gymraeg. Bydd hyn yn cynnwys:

  • delio â chwynion neu adborth ysgrifenedig a dderbyniwyd yn Gymraeg o fewn yr un lefelau gwasanaeth a chyfnod amser a gohebiaeth yn Saesneg;
  • darparu gwasanaeth cyfieithu dros y ffôn ar gyfer galwadau a dderbyniwyd mewn iaith wahanol i’r Saesneg neu gynnig dewis i’r galwr o barhau eu galwad yn Saesneg neu nodi eu hymholiad yn ysgrifenedig; a
  • delio ag unrhyw gwynion yn ymwneud â’n Cynllun Iaith Gymraeg yn Gymraeg a Saesneg a sicrhau eu bod yn cael eu prosesu o fewn yr un lefelau gwasanaeth.

Rydym hefyd wedi darparu fersiwn Cymraeg o’n ffurflen adborth ‘Gwneud cwyn am wasanaeth a dderbyniwyd gan y Cyngor Proffesiynau Iechyd a Gofal’.

Sut i gysylltu â ni

Anfonwch eich adborth at:

Ruth Cooper
Rheolwr Gwasanaethau a Chwynion
Y Cyngor Proffesiynau Iechyd a Gofal
Park House 184 Kennington Park Road
Llundain
SE11 4BU

Ffôn: 44(0)20 7840 9708

E-bost: feedback@hcpc-uk.org

Neu, gallwch lenwi ein ffurflen adborth trwy glicio yma.

Ein nod yw ymateb i’ch cwyn o fewn 15 niwrnod gwaith. Fodd bynnag, os bydd angen cwblhau ymchwiliadau pellach, fe anfonir cydnabyddiaeth gyda manylion cynnydd o fewn 15 niwrnod gwaith.

Penderfyniadau addasrwydd i ymarfer

Mae’r broses gwasanaeth cwsmeriaid wedi ei gynllunio i ddelio â chwynion gennych ynghylch y gwasanaeth a ddarparwn, fel prydlondeb ymateb. Nid yw wedi ei gynllunio i ddelio â chwynion sydd gennych am benderfyniadau a gynhwyswyd yng nghanlyniad achosion addasrwydd i ymarfer.

Os yw’ch cwyn yn ymwneud â phenderfyniad addasrwydd i ymarfer a wnaethpwyd gan Banel ble disgrifir y broses mewn cyfraith neu os oes hawl apelio cyfreithiol, ni allwn ymyrryd â’r penderfyniad hwnnw. Er enghraifft:

  • Penderfyniad gan Banel Pwyllgor Ymchwilio.
  • Penderfyniad gan Banel Pwyllgor Ymddygiad a Chymhwyster.
  • Penderfyniad gan Banel Pwyllgor Iechyd.
  • Penderfyniad gan Banel Apeliadau Cofrestru.

Os yw’ch cwyn am benderfyniad addasrwydd di ymarfer gweinyddol a wnaed ar sail polisi neu ganllaw HCPC, ni allwn amrywio penderfyniadau o’r fath oni bai bod ymchwiliad yn dangos y gweithredwyd y polisi neu ganllawiau yn anghywir neu fod tystiolaeth newydd a materol ar gael bellach. Er enghraifft:

  • Penderfyniad nad yw cyhuddiad yn bodloni’r safon derbynioldeb.
  • Cyhoeddi canlyniad gwrandawiad ar ein gwefan.

Os hoffech gael rhagor o wybodaeth ar yr uchod, cysylltwch â Thîm Sicrwydd a Datblygu’r adran addasrwydd i ymarfer ar ad@hcpc-uk.org



Customer service

As an organisation, our aim is to provide the best customer service we can for all our registrants and stakeholders; that is why your feedback, good or bad, is so important to us.


Our aims

  • To acknowledge receipt of feedback within three working days.
  • To respond to feedback within 15 working days.
  • To keep you regularly updated as to the progress of your enquiry if the issue has not been resolved within agreed times.
  • To deal with all feedback in an effective, fair and confidential manner.
  • To ensure continuous learning is taken from feedback and implemented.

We realise that sometimes mistakes do happen, so if you are unhappy with something we have done or have not done, then please let us know. Your feedback is valuable to us as it can help us improve our service, and therefore the service you receive in the future.

We aim to respond to concerns within 15 working days. If it is not possible to provide a full response, for example because we require more time for the investigation or because we need legal advice, we will provide an update on the progress of the complaint.

How to complain

Stage 1

The Service and Complaints Manager in the Secretariat will log your initial concerns and acknowledge receipt. You should put your concerns in writing or by email, you may choose to use the form provided on this page. A telephone number is provided for the purposes of discussing the complaints process and to address initial concerns, but unless you are unable to do so, you will be asked to put your concerns in writing.

Your complaint will be passed to the relevant department that you initially dealt with for investigation and a response.

Stage 2

If you are unsatisfied with the response that the department has provided, you can request that your complaint and the response that you received is reviewed by the Service and Complaints Manager. If appropriate, the Service and Complaints Manager may pass the complaint back to the original team to try to resolve your concerns again, we will let you know if this occurs.

The aim of a review is to ensure that your complaint has been handled in line with our complaint and departmental policies and processes.

Stage 3

If you are unsatisfied with our response and review, your complaint will be reviewed by the Chief Executive or a member of the Executive Management Team.

If you remain dissatisfied at this stage, any further correspondence that you send to us will be logged and acknowledged, but unless it raises new issues, we will not respond further on the points made.

Outcomes of complaints

A response to your complaint may include:

  • An explanation of our policy and processes related to your feedback.
  • An apology for any errors that have occurred.
  • Learning points that we have taken from your feedback.
  • Complaint reporting at HCPC

We regularly review and update our internal processes in light of complaints that we receive and use feedback from complaints as tools in training our employees and registrant partners. Some examples of recent improvements are:

  • The development of a short readmission for those who apply within one month of being removed from the Register.
  • Updated guidance about temporary registration on our website.
  • Improvements to our template correspondence.

Positive feedback

Equally, if you have experienced good customer service from our organisation, or you feel someone deserves praise for the work they have carried out, please let us know.

Welsh language customer service delivery standards:

We are committed to offering services to the public in the language and format of their choice including Welsh. This includes:

  • dealing with written complaints or feedback received in Welsh within the same service levels as correspondence received in English;
  • providing a telephone translation service for calls received in a language other than English or offering the caller the option of continuing their call in English or putting their query in writing; and
  • handling any complaints related to our Welsh Language Scheme in Welsh and in English and ensuring that they are processed within the same service levels.

We have also provided a Welsh version of our ‘Making a complaint about services received from the Health and Care Professions Council’ / feedback form.

How to contact us

Please send feedback to:

Ruth Cooper
Service and Complaints Manager
The Health and Care Professions Council
Park House 184 Kennington Park Road
London, SE11 4BU

Tel: 44(0)20 7840 9708

Email: feedback@hcpc-uk.org

Alternatively, please complete our feedback form by clicking here.

We aim to respond to your complaint within 15 working days. However, if further investigations need to be carried out, an acknowledgement with details of progress will be sent within 15 days.

Fitness to practise decisions

The customer service process is designed for addressing complaints you may have about the service we provide, such as our timeliness of response. It is not designed to deal with complaints you may have about decisions included in the outcome of fitness to practise cases.

If your complaint is about a fitness to practise decision made by a Panel where the process is prescribed by law or there is a legal right of appeal we cannot interfere with that decision. Examples are:

  • A decision by an Investigating Committee Panel.
  • A decision by a Conduct and Competence Committee Panel.
  • A decision by a Health Committee Panel.
  • A decision by a Registration Appeals Panel.

If your complaint is about an administrative fitness to practise decision made on the basis of HCPC policy or guidelines, we cannot vary such a decision unless an investigation shows that the policy or guidelines were wrongly applied or new and material evidence has become available. Examples are:

  • A decision that an allegation does not meet the standard of acceptance.
  • The publication of a hearing outcome on our website.

If you would like further information on the above, please contact the fitness to practise department's Assurance and Development Team at ad@hcpc-uk.org



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