What should you do if you want to complain about any aspect of care you have received by the practice
The NHS Wales operates an independent process for raising concerns and complaints called 'Putting Things Right' more information on the 'Putting Things Right' process can be found here - complaints-and-concerns-putting-things-right.
Under Putting Things Right you can complain about any aspect of the services provided by our GP practice.
We take complaints very seriously and adhere to the NHS Complaints procedure.
If you are not happy with the service provided then please raise it with the Practice Manager by telephone, in writing, via email admin.w98004@wales.nhs.uk or in person within 12 months of the incident or problem occurring. There is also a feedback function on the website.
If it has been longer than 12 months and there are good reasons for the delay, we may still be able to deal with your concern or complaint.
Information or communication in alternative formats
Please tell us if you need information or communication in a different form. Foreign language versions are also available.
What we will do
We will acknowledge your complaint within 2 working days and aim to have looked at the complaint within 30 working days of the date when you raised it with us. We will then be in a position to offer you an explanation. When we look into your complaint we will aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss the concern with those concerned if you would like this.
- Make sure you receive an apology where this is appropriate.
- Identify what we can do to make sure the concern does not happen again.
What to do if you are not satisfied with the response you receive
If you remain dissatisfied with the outcome from this practice you can then contact the Public Service Ombudsman for Wales. The contact details are as follows:-
Public Services Ombudsman for Wales
1 Ffordd Yr Hen Pencoed CF35 5LJ
Telephone: 0300 790 0203
Website: www.ombudsman.wales/how-to-complain/