Putting Things Right

Our aim is to provide the very best care and treatment and it is important that we welcome comments and learn from people’s experiences. Sometimes things might not go as well as expected and, when that happens, we need to look at what went wrong so that we can improve our service.

If you have a concern 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 an NHS system for dealing with complaints. Our complaints system 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 your problem cannot be sorted out in this way, and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks, because this will enable us to establish what happened more easily. If it is not possible to do this, please let us have details of your complaint:

• Within 12 months of the incident that caused the problem.

Or

• Within 12 months of discovering that you have a problem, provided this is within 12 months of the incident.

A complaint can be made verbally or in writing. Please ask to speak to, or address your complaint to Julie Tobin, Practice Manager. Additionally, you can email your complaint to practice.manager.w98031@wales.nhs.uk.

Your complaint will be acknowledged within 2 working days and we will explain the process of how your concern will be investigated and when you can expect a response (within 30 working days, unless a longer time scale is necessary, in which case we will inform you).

If you do not wish to raise your concern with the practice, you can contact the Health Board on 01639 684500 who will advise you on the next steps.

If you need help with raising your 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:

Advocacy Service
Llais-Neath Port Talbot and Swansea Region
First Floor
Cimla Health and Social Care Centre
Neath
SA11 3SU

Tel: 01639 683490
Email: nptandswansea.enquiries@llaiscymru.org