Complaints in the NHS

We welcome your feedback, whether it is a concern, complaint, compliment, or suggestion. Your experience helps us improve the care we provide.

If something has not gone as expected, we will listen and work with you to resolve your concerns as quickly and supportively as possible.

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.

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 the concern can not be resolved immediately, you can contact the surgery by:

• Speaking to another member of staff
• Telephone the practice
• Email or write to us
• Ask someone to raise the concern on your behalf - Please be aware we would need permission to share your data to discuss with someone else.

What the Practice will do

• Acknowledge your concern within five working days.
• Offer a listening discussion where appropriate
• Ensure you are aware of how to get assistance with your complaint *
• Early Resolution Stage. We will try to resolve the concerns within 10 working days, allowing for fast and compassionate resolution where appropriate.
• Transparency and openness
• If the concerns are not addressed to your satisfaction within the early resolution stage, we will move to a full investigation.
• 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.  

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

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

Llais is an independent body and its free Advocacy service can provide information, advice and support to members of the public who may wish to raise a concern.
 
Llais can support you to raise a concern and give advice on the most appropriate course of action.

You can contact your local Llais office at the following address:

Llais – West Wales 

Government Building

Picton Terrace

Carmarthen

SA31 1BT 

Tel:  01646 697610     Email:     westwalesadvocacy@llaiscymru.org

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.