Making a Complaint

We aim to provide the best possible service to everyone who attends our practice. However, we understand that sometimes things can go wrong and you may feel you have a reason to complain.

If this happens, we want to resolve your concerns as quickly and helpfully as possible.

To make a complaint, please contact the Practice Manager, who will handle your concerns in line with the Welsh Government’s Putting Things Right complaints procedure.

Putting Things Right – Complaints Procedure

Putting Things Right

Putting Things Right is the NHS Wales process for dealing with concerns and complaints.

More information, including resources in alternative formats and languages, is available on the Welsh Government’s Putting Things Right website:

What to Expect When You Make a Complaint

  • We will acknowledge your complaint within two working days.
  • Your complaint will be investigated openly and honestly.
  • We aim to provide a response within 30 working days wherever possible.

If the investigation is likely to take longer, we will explain why and keep you updated regularly.

The NHS Duty of Candour

From April 2023, the Duty of Candour became a legal requirement for all NHS organisations in Wales. It ensures openness and transparency when patients experience harm while receiving healthcare.

This means NHS organisations must:

  • Speak openly with patients about incidents that have caused harm
  • Offer an apology and provide support during the investigation
  • Learn from incidents and improve services
  • Take steps to prevent similar incidents happening again

The Duty of Candour builds on the Putting Things Right process, which has been in place since 2011.

As a service user, you do not need to take any action for the Duty of Candour to apply.

Getting Help to Raise a Concern

If you need support to raise a concern, Llais – your voice in health and social care can help.

Llais is an independent organisation that provides a free, confidential advocacy service, offering information, advice, and support to people who wish to raise a concern about NHS or social care services.

Complaints Advocacy Support

Llais’ trained advocacy staff can:

  • Help you raise a concern
  • Advise on the most appropriate next steps
  • Support you if you have specific needs, such as large print materials or access to a signer

Telephone: 01633 838516
Email: gwentadvocacy@llaiscymru.org

A member of the team will discuss your concern and the support you may need.

Public Services Ombudsman for Wales

If you are unhappy with how we have handled your complaint, please let us know first so we can discuss this with you and try to resolve any outstanding issues.

If you remain dissatisfied after the practice has fully investigated your complaint, you may contact the Public Services Ombudsman for Wales.

Address:
Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae
Pencoed, CF35 5LJ

Telephone: 0300 790 0203
Email: ask@ombudsman.wales

Visit the Ombudsman website