We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- phone us on 01639 502 792
Raising a Concern or Complaint – Listening to People
Listening to People – NHS Wales process for concerns and complaints
We aim to provide the best possible care and service to all our patients. We value your feedback and want to hear from you if something has not gone as expected.
If you have a concern or complaint about the care or service you have received from our doctors or any member of our practice team, please let us know.
Your concerns are important to us. We will listen to you, treat you with dignity, fairness, compassion and respect, and use your experience to help us learn and improve our services.
From 1 April 2026, NHS Wales introduced Listening to People, the national approach for handling concerns, complaints, patient-safety incidents and, where appropriate, redress. It replaced the previous Putting Things Right arrangements for concerns raised from 1 April 2026 onwards.
How to raise a concern
We encourage you to raise your concern as soon as possible. If appropriate, you can initially speak to a member of the practice team involved in your care, as they may be able to resolve your concern quickly.
You can raise a concern:
- verbally, by speaking to a member of the practice team;
- by telephone;
- in writing; or
- by email.
If you would like to raise a concern or complaint, please contact:
Julie Tobin – Practice Manager
Email: practice.manager.w98031@wales.nhs.uk
You can also ask at reception for information about how to raise a concern.
You do not need to use a particular form or make your concern in writing. If you raise your concern verbally, we will make a written record of it and provide you with an accessible copy.
What happens when you raise a concern?
We will acknowledge your concern within 5 working days.
We will offer you a Listening Discussion. This is an opportunity for you to explain what happened, tell us what matters most to you and discuss what you would like to happen as a result.
A Listening Discussion can take place:
- face-to-face;
- by telephone; or
- by video.
You can bring a friend, family member, representative or advocate with you. We can also consider reasonable adjustments and communication or language support where required.
Following the Listening Discussion, we will discuss with you the most appropriate way of dealing with your concern.
Early Resolution
Where appropriate, we will consider whether your concern can be resolved quickly through Early Resolution.
This may involve checking the facts and records, providing an explanation, taking appropriate action or offering an apology where something has gone wrong.
Early Resolution can take no longer than 10 working days from the date your concern is acknowledged.
We will check with you whether the outcome has satisfactorily resolved your concern. If it has not, your concern can progress to a more detailed investigation.
Investigation
If your concern cannot be resolved through Early Resolution, or if you prefer your concern to be formally investigated, we will carry out an appropriate investigation.
We will explain:
- who is dealing with your concern;
- how the investigation will be carried out;
- the expected timescale;
- when you are likely to receive a response; and
- how we will keep you updated.
Some concerns are more complex than others and may require more time to investigate. If the timescale changes, we will explain why and keep you informed.
At the end of the investigation, we will provide you with a clear written response addressing the issues you have raised. Where something has gone wrong, we will explain what happened, apologise where appropriate and tell you what action has been taken and what we have learned.
How long do I have to raise a concern?
You should raise your concern as soon as possible.
Normally, concerns should be raised within 12 months of the event or within 12 months of becoming aware of the matter you are concerned about.
If more than 12 months have passed, we may still be able to consider your concern where there are good reasons for the delay.
If you do not want to raise your concern with the practice
For concerns about GP services, you would normally raise your concern with the practice. However, if you do not wish to raise your concern directly with us, you can contact Swansea Bay University Health Board for advice about raising your concern.
Swansea Bay University Health Board – Concerns Team
Telephone: 01639 684440
Email: SBU.Listening2You@wales.nhs.uk
The Health Board can advise you about the Listening to People process and, where appropriate, can consider your concern.
Further information is available on the Swansea Bay University Health Board complaints and feedback webpage.
Help and support with raising a concern
You do not have to deal with a concern on your own.
Llais – your voice in health and social care is an independent organisation which provides free and confidential complaints advocacy and support.
Llais can help you understand your options, raise your concern and communicate your views. Support can be provided in different formats and languages.
Llais – Neath Port Talbot and Swansea
Telephone: 01639 683490
Email: nptandswansea.enquiries@llaiscymru.org
Address:
Llais Neath Port Talbot & Swansea
Third Floor
Baglan Bay Innovation Centre
Central Avenue
Port Talbot
SA12 7AX
Raising a concern on behalf of someone else
You can raise a concern on behalf of another person.
However, because we must protect patients’ privacy and confidentiality, there may be limits on the information we can share with you.
Where appropriate, we will ask the patient to confirm that they agree to you acting on their behalf. This may include written consent.
There are circumstances where a concern can be raised on behalf of someone who is unable to give consent, for example where a person lacks capacity or in relation to a child or someone who has died. We will consider each situation individually and explain what information we are able to share.
If you wish to raise a concern on behalf of someone else, please contact the Practice Manager in the first instance.
Confidentiality
We will handle concerns confidentially and in accordance with our legal and professional responsibilities, including requirements relating to patient confidentiality and data protection.
Where it is necessary to access or share information from a patient’s medical record as part of an investigation, we will explain this where appropriate and ensure that information is only shared with those who need it for the purposes of dealing with the concern.
Information relating to a concern will be recorded and handled securely. We will use concerns and feedback to identify learning and improvements to our services.
If you remain unhappy
If you are unhappy with our response, please contact us so that we can discuss your concerns and consider whether anything further can be done to address the issues you have raised.
If your concern has been investigated and you remain dissatisfied, you can contact the Public Services Ombudsman for Wales.
The Ombudsman is independent of the NHS. You would normally be expected to give the practice an opportunity to investigate and respond to your concern before contacting the Ombudsman.
Public Services Ombudsman for Wales
Telephone: 0300 790 0203
Email: ask@ombudsman.wales
Address:
Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Learning from concerns
We value concerns and complaints because they help us identify where we can improve.
We will use the information we receive to:
- understand what happened;
- identify where improvements are needed;
- take appropriate action;
- reduce the risk of similar problems happening again; and
- share relevant learning within the practice.
We will explain to you, where appropriate, what we have learned and what action has been taken as a result of your concern.
Listening to People places particular emphasis on listening, learning and improving and on keeping patients informed throughout the process.