Complaints, Feedback and "Listening to People"- Patient information
Our aim is to provide the best possible service to everyone who attends our practice. 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.
How to raise a concern
You can raise a concern by contacting the Practice Manager, who will guide you through the process and ensure your feedback is handled appropriately.
What to expect when you raise a concern
We will contact you within 2 working days of receiving your concern.
We will investigate your concerns openly and honestly and aim to respond within 30 working days wherever possible.
If the investigation is expected to take longer, we will explain why and keep you updated regularly. Some more complex concerns can take up to 6 months or longer to resolve.
Learn about Listening to People
Leaflet - Listening to People - English (1).pdf
Leaflet - Listening To People - Cymraeg (1).pdf
Listening to people, NHS Wales complaints,incidents and redress process
Alternatively, if you would prefer to speak to someone outside of the practice please contact:-
Llais
Tel: 02920 235558
Address: Welsh Government Building ,Cathays ParK, King Edward VII Avenue, Cardiff CF10 3NQ
What if you are still not happy? If you are not happy with the Practice's response, you can contact the Public Services Ombudsman for Wales.
Tel: 0300 790 0203 /02920 235 558
Address: 1 Ffordd yr Hen Gae Pencoed CF35 5LJ
Page created: 20 November 2023