Complaints and feedback

We are committed to delivering the best possible service to everyone who attends our practice. We value all feedback, including concerns, complaints, compliments, and suggestions, as it helps us continue to improve the care we provide. If something hasn’t met your expectations, we will listen carefully and work with you to address the issue in a timely and supportive manner.

Suggestions and Feedback Form

Please use this space to share positive feedback or constructive suggestions. This might include a compliment, recognition of good work, or an idea that could help improve how things are done.

This section is not intended for concerns, complaints, or issues that need resolution. Those should be shared through the appropriate channels.

Examples of what to include:

  • A compliment for a person, team, or service
  • Appreciation for something that’s working well
  • A helpful suggestion or idea for improvement shared in a positive way

Thank you for helping create a supportive and encouraging environment.

Complaints Form

How to Raise a Concern

You can raise a concern by completing this form.  Concerns should normally be raised within 12 months.  The Services Manager will deal with your concerns appropriately.

What to Expect

  • Your concern will be acknowledged promptly
  • We will listen carefully and treat you with respect and compassion
  • We aim to resolve concerns as quickly as possible
  • If further investigation is needed, we will keep you informed
If you wish to raise a complaint or concern on behalf of someone, please be aware that we will usually need their written consent before we can investigate or discuss the matter in detail. This is to protect patient confidentiality and comply with data protection requirements.
 
If you prefer, you can raise your concern with the Health Board,

As part of changes introduced across NHS Wales from April 2026, concerns are now handled under the ‘Listening to People’ approach, which focuses on openness, compassion, and learning.

Listening to People: NHS Wales complaints, incidents and redress process | GOV.WALES

Independent Support and Advocacy

Need Help Raising a Concern?

Llais, offers an Advocacy Service that helps people who want to raise a concern about care or treatment.

Visit Llais website

Public Services Ombudsman for Wales 

If you are dissatisfied with this response and you wish to request an independent review of your complaint, you can contact the Public Services Ombudsman for Wales:

Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
📞 0300 790 0203
✉️ ask@ombudsman.wales

Visit Ombudsman website

 

Page last reviewed: 23 April 2026
Page created: 14 December 2023