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 Staff working at this practice, please let us know. Most concerns can be resolved at a local level. Please speak to a member of staff if you have a concern. Alternatively, ask to speak to Julie Tobin, Practice Manager. A concern can be made verbally or in writing. A concerns form is available from reception. Additionally, you can email your concern to practice.manager.w98031@wales.nhs.uk. The time constraint on bringing a concern is 12 months from the occurrence giving rise to the concern, or 12 months from the time you become aware of the matter about which you wish to raise a concern.

Your concern 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 683316 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: NPT&Swansea.Advocacy@llaiscymru.org