Complaints in the NHS

Our aim is to provide the very best care and treatment we can and it is important that we hear about patient's comments and learn from people's experiences - good or bad. 

The Concerns Procedure is designed to ensure that when there is a problem, everything possible is done to resolve it speedily and effectively. 

What you should do if you have a concern

• You can raise the matter with a member of staff who will try to resolve it immediately
• If you prefer to deal with someone in the Practice not directly involved, please write to Practice Manager at our address or email us at Penygroes.Surgery@wales.nhs.uk and place in the heading for the attention of the Practice Manager.  Please note, if your concern is of a clinical nature or involves controlled medications, a Doctor not involved with the concern may be asked to lead the investigation

What the Practice will do

• Acknowledge your written concern within two working days, if the matter cannot be satisfactorily resolved immediately 
• Ensure the matter is thoroughly investigated and aim to provide you with a full response within 30 working days.  We will keep you informed of progress if for any reason this timescale cannot be met
• Provide a response which includes an explanation, an apology, if appropriate, and tells you what action we are taking or have taken to help prevent any similar problems in the future.  We will also offer you the opportunity to meet with the doctor if requested

If you are still unhappy or dissatisfied

If after dealing with the Practice you are still not satisfied with the response, you may refer your concern to the Public Services Ombudsman for Wales. 

Telephone: 0300 790 0203

Website:  https://www.ombudsman.wales/

Write to: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ

We want to know when things go wrong, so that we can quickly put them right and improve our services. 

Important Note

Should a patient raise a concern, the Practice may need to access the patient's medical records. 

If you do not want the Practice to access your medical records in the process of investigating your concern, please let the Practice Manager know of this in writing. 

If after raising your concern, the Practice Manager does not receive your written instructions not to access your medical records, this will be understood to mean you have no objections.