How to Make a Suggestion or Complaint

NHS Wales logo

We understand that at times, things can go wrong. We undertake to hand and resolve problems as quickly and fairly as possible. Details of our complaints procedure is available at Reception (in printed format) and included in the Section below. Our Practice Manager will review any complaints received and take appropriate measures to ensure we don’t make the same mistakes again.

The NHS in Wales aims to provide the very best care and treatment at your GP Surgery, Pharmacy, Dentist, Hospital, or other healthcare setting. If you are unhappy about care or treatment provided by the NHS in Wales, you can either speak to a member of staff involved in your treatment, or contact the Concerns Team via the Putting Things Right Website.

Any suggestions (and compliments!) may also be addressed to the Practice Manager.

Practice Complaints Procedure

If you have a complaint about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. This procedure meets national criteria.

How to Complain

We hope that most problems can be sorted out easily and quickly – often at the time they arise and with the person concerned. If this is not the case and you wish to make a complaint, please let us know as soon as possible – ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that please let us have details of your complaint:

  • within 6 months of the incident that caused the problem; or
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to the Practice Manager.

What We Shall Do

We shall acknowledge your complaint within 2 working days and aim to have looked into the matter and responded to you within 30 working days of the date you raised it with us. We will offer you an explanation or a meeting with the people involved.

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 problem with those concerned, if you would like to;
  • Make sure you receive an apology, where it is appropriate;
  • Identify what we can do to make sure the same problem doesn’t happen again.

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed (unless they are medically incapable of providing this).

Complaining to the Health Authority

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach the local health authority if you feel you cannot raise your complaint with us or if you are dissatisfied with the result of our investigation.

Violent or Abusive Patients

We aim to treat all of our patients courteously at all times and we expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive, or violent behaviour against any of our staff or other patients. If any of our patients should behave in such a manner they will be warned that if they do not stop they may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.