Complaints, Concerns and Feedback
📝 Complaints
We aim to provide the best possible service to everyone who attends our practice.
We understand that sometimes things can go wrong. If you feel you have a genuine cause for complaint, we want to resolve this as quickly, fairly and helpfully as possible.
To raise a complaint, please contact Mike Garner, Practice Manager. Your concerns will be managed in line with the Welsh Government’s Putting Things Right process.
Putting Things Right – Welsh Government
ℹ️ Information about ‘Putting Things Right’
Further information, including resources in alternative formats and languages, is available below:
Putting Things Right information
⏳ What to expect when you make a complaint
When you make a complaint:
- You will be contacted within 2 working days
- Your complaint will be investigated openly and honestly
- We aim to respond within 30 working days
If the investigation is likely to take longer, we will explain why and keep you updated regularly.
📣 The NHS Duty of Candour
From April 2023, the Duty of Candour became a legal requirement for all NHS organisations in Wales.
This means organisations must be open and transparent if a patient experiences harm during healthcare. This includes:
- Talking openly with patients about what happened
- Offering an apology and appropriate support
- Investigating incidents thoroughly
- Learning from incidents to prevent recurrence
This duty builds on the Putting Things Right process that has been in place since 2011.
You do not need to take any action for the Duty of Candour to apply.
Watch the Duty of Candour video
🤝 Getting help to raise a concern
If you would like support to raise a concern, Llais – your voice in health and social care can help.
Llais provides a free, independent advocacy service offering information, advice and support.
Contact Llais (Neath Port Talbot & Swansea):
📞 01639 683490
📧 [email protected]
⚖️ Public Services Ombudsman for Wales
If you remain unhappy after your complaint has been fully investigated by the practice, you may contact the Public Services Ombudsman for Wales.
Contact details:
Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
📞 0300 790 0203
📧 [email protected]
🚫 Violence policy
The NHS operates a zero tolerance policy towards violence and abuse.
This includes actual or threatened physical violence or verbal abuse that causes fear for safety. The practice reserves the right to remove violent patients from the practice list with immediate effect to protect staff and other patients.
In such cases, the patient will be informed in writing and the circumstances will be recorded in their medical record.