Patient Suggestions and Complaints
Feedback and suggestions are welcome, complaints are dealt with via or official complaints procedure.
Do not use the general online suggestions form to submit complaints, as these should be dealt with more urgently.
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We appreciate that our surgery lines are extremely busy, particularly in the morning. Our team work very hard each day to deal with the volume of calls, as well as all the additional work involved behind the scenes for the care of our patients. We have published an infographic which provides an idea of the volume of work each practice undertakes on a monthly basis (click here)
In response to the demand for our services, we are continuously reviewing our systems and making changes to improve the experience of our patients and staff. However, this in itself takes time, significant work and great effort. We aim to respond to a variety of economic factors impacting on NHS primary care services, most of which are beyond our control to which we endeavour to contend with as best we can within the resources available, often with limitations.
The world is currently short-staffed, please be kind to those who are here. We respect and care deeply for all of our patients, our NHS and other colleagues in local services, and thank you for your continued patience and support in such unprecedented and unpredictable times.
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Patient Care Contacts
For alternative contacts relating to patient care, which is not a formal complaint please Click Here for more information
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Suggestions
Suggestions and constructive feedback are welcomed and can be made via the suggestions form at the bottom of this page. Or you may write to the practice directly.
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Complaints
If you wish to make a formal complaint, we ask that you kindly outline the matter in writing for the attention of the Practice Manager.
We ask that you kindly put any complaint in writing as this is the best way to outline any concerns you have.
Fforestfach Medical Centre, Ravenhill Road, Fforestfach, Swansea, SA5 5AA.
If you wish to discuss any matters of complaint, then please contact the surgery (we recommend in the afternoon) and request to speak to the practice manager. If the manager is not available at time of call for any reason; one of our members of staff will take your contact details with a brief summary and request the manager to call you back. You don't have to disclose any details if you do not wish to, however, it could be in your benefit as the call handler may be able to resolve or help you.
We do not usually provide an email to make a complaint, because there is risk of the email not being manned. However, you should contact the surgery to discuss this further, so that your email can be anticipated and picked up.
From receipt of your complaint, we will acknowledge within two working days, and respond within 30 working days. Should more time be required to investigate any matters raised we will contact you and keep you informed throughout.
We aim to provide patients with a high standard of care but understand that sometimes things do not go as well as expected. We discuss complaints, suggestions, significant events and compliments in practice meetings so that we can learn from each experience whether and encourage continued good practice.
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Complements and Expressions of Gratitude
Compliments and expression of gratitude can be made in the same way as suggestions, or you may wish to write to us directly.
Our team work very hard so it's great to hear when their work is acknowledged, and we appreciate any positive feedback.
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Thank you
The Partners
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