We make every effort to provide the best possible service to everyone who attends our practice.

However, we understand that sometimes things can go wrong. If you feel you have a genuine cause for complaint or concern, we want to resolve the matter as quickly and helpfully as possible.

We also welcome positive feedback and constructive suggestions about our services.

How to raise a concern

To raise a concern, please contact the Practice Manager.

Your concern will be handled in line with NHS Wales’ Listening to People process.

Listening to People is the national approach for handling complaints, incidents and redress in NHS Wales. It aims to make it easy for you to share your experiences and make sure you are treated with dignity, fairness, compassion and respect.

Download the Listening to People leaflet Download the Welsh version of the Listening to People leaflet

What to expect when you raise a concern

We will contact you within 2 working days of receiving your concern.

We will investigate your concerns openly and honestly and aim to respond within 30 working days wherever possible.

If the investigation is expected to take longer, we will explain why and keep you updated regularly. Some more complex concerns can take up to 6 months or longer to resolve.

Information about Listening to People

NHS Wales aims to provide the very best care and treatment, but sometimes things may not go as well as expected.

When this happens, you should raise your concerns with the staff involved with your care or treatment, so they can look at what may have gone wrong and try to make it better.

The best place to start is by contacting the staff involved with your care or treatment as soon as possible. If this does not help, or if you would prefer, you can contact the organisation’s concerns team.

Download the Listening to People leaflet Download the Welsh version of the Listening to People leaflet Find your local health board or NHS Wales trust
Who can raise a concern?

You can raise the concern yourself.

If you prefer, a carer, friend or relative may represent you, but you will be asked to agree to this.

How soon should I tell someone about my concern?

It is best to contact someone about your concern as soon as possible.

You can usually take up to 12 months to raise a concern.

What the concerns team will do

The concerns team will:

  • listen to your concerns and try to resolve them as quickly as possible
  • look into your concerns and speak to the staff involved in your care or treatment
  • put you in contact with the right person to help you
  • let you know what they have found and what they are going to do about it

Please tell the concerns team if you require support for any particular language or communication needs. For example, if you are deaf, have hearing impairments, are blind or have visual impairments.

What happens once you have raised your concern?

The concerns team will contact you and will offer a listening discussion where you can share your concerns.

Depending on the nature of your concern, you may be offered early resolution, which can be quicker than a formal investigation.

Early resolution may include:

  • fact and records checking to understand what has happened and what caused it
  • a focus on actions and solutions to meet your desired outcomes
  • an apology for any distress or harm you have experienced
  • a response to you, checking if your desired outcome has been achieved

The concerns team will look into your concerns and talk to the staff involved in your care or treatment.

They will aim to respond to you within 30 working days of receiving your concern. If they cannot reply within that time, they will explain why and let you know when to expect a response.

Things the concerns team may not be able to look into

There are some things the concerns team cannot usually look into, such as:

  • private healthcare or treatment, including private dental treatment
  • a concern that occurred over 12 months ago, unless there are good reasons for the delay
The NHS Duty of Candour

Since April 2023, the Duty of Candour is a legal requirement for all NHS organisations in Wales.

It requires organisations to be open and transparent when a patient experiences harm during healthcare.

NHS organisations are required to:

  • talk to patients about incidents that have caused harm
  • apologise and support patients during the investigation process
  • learn and improve from incidents
  • take steps to prevent similar incidents happening again

You do not need to take any action for the Duty of Candour to apply.

Read the Duty of Candour Regulations Watch the Duty of Candour video
Getting help to raise your concern: Llais

If you need support raising a concern, Llais — your voice in health and social care — can help.

Llais is an independent organisation that provides free and confidential complaints advocacy and local support.

Visit Llais
Public Services Ombudsman for Wales

If you are not happy with the response to your concern, you can contact the Public Services Ombudsman for Wales.

The Ombudsman will usually be unable to look into your complaint until after you have gone through the Listening to People process.

If you choose to contact the Ombudsman, you should do this within 12 weeks of receiving the response.

Address:
1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ

Telephone: 0300 790 0203

Email: [email protected]

Visit the Ombudsman website
Violence policy

The NHS operates a zero tolerance policy regarding violence and abuse.

The practice has the right to remove violent patients from the list immediately to safeguard staff, patients and others.

Violence includes actual or threatened physical violence, or verbal abuse that causes fear for personal safety.

If removal occurs, the patient will be notified in writing and this will be recorded in their medical record.