We make every effort to provide the best possible service to everyone who attends our practice.

However, we understand that sometimes things can go wrong. If you feel you have a genuine cause for complaint or concern, we want to resolve the matter as quickly and helpfully as possible.

To raise a concern, please contact the Practice Manager.

Your concern will be handled in line with NHS Wales’ Listening to People process.

Listening to People is the national approach for handling complaints, incidents and redress in NHS Wales. It aims to make it easy for you to share your experiences and make sure you are treated with dignity, fairness, compassion and respect.

‘Listening to People’ is the national NHS Wales approach to handling concerns and complaints. This ensures your concerns are heard, understood, and responded to with compassion.

It focuses on openness, compassion, and learning from patient experiences.

When you raise a concern, you can expect:

• To be listened to and treated with dignity and respect
• Your concerns to be taken seriously
• Clear explanations and honest communication
• Support throughout the process
• Services to learn and improve from your experience

Please follow the link below to find out more: 

Listening to People - The NHS Wales Complaints, Incidents and Redress Process: People’s Guidance

We will contact you within 5 working days of receiving your concern.

You will be given a staff member as a ‘Point of Contact’ – you can contact this person to discuss issues or get updates – we will tell you if this person is a part time worker.

Communication can be in Welsh or English and can be in writing, on the phone, by text or by email.

If you don’t want to communicate with us in person Llais Cymru can act for you as an independent advocate. Here are their contact details - 01686 627632 or email powysenquiries@llaiscymru.org

We will investigate your concerns openly and honestly and aim to respond within 30 working days wherever possible.

If the investigation is expected to take longer, we will explain why and keep you updated regularly. Some more complex concerns can take up to 6 months or longer to resolve.

If you are not happy with the response to your concern, you can contact the Public Services Ombudsman for Wales.

The Ombudsman will usually be unable to look into your complaint until after you have gone through the Listening to People process.

If you choose to contact the Ombudsman, you should do this within 12 weeks of receiving the response.