Making a Complaint
Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly and as helpfully as possible.
To pursue a complaint please contact Rachel Bentley, the Practice Manager, who will deal with your concerns as set out in the Welsh Government's 'Putting Things Right' Complaints Protocol .
What to expect when you make a complaint
When you make a complaint you will be contacted within two working days, we will investigate your complaint openly and honestly and will respond to you within 30 working days wherever possible. If the investigation is expected to take longer, we will contact you to explain why, and you will receive a regular update.
Getting help to raise your concern
If you need help to raise a concern, Llais – your voice in health and social care can help you do this.
Llais is an independent body and its free Advocacy service can provide information, advice and support to members of the public who may wish to raise a concern.
Llais can support you to raise a concern and give advice on the most appropriate course of action.
Public Services Ombudsman For Wales
If you are unhappy with the way we have handled your complaint, please let us know so that we can discuss this with you. Additional steps can be taken to try and answer all of your questions. However, if you are still not happy, you can report it to the Public Services Ombudsman For Wales but only if your complaint has already been investigated by the surgery.
Address: Public Services Ombudsman For Wales. 1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
Telephone: 0300 790 0203
Email: ask@ombudsman.wales
Information about 'Putting Things Right'
More information and resources in alternative formats and languages can be found on the Welsh Government putting things right website (opens in new tab).
Putting things right guidance in alternative formats (opens in new tab)
Putting things right guidance in foreign languages (opens in new tab)