We aim to provide the best possible service to everyone who uses our practice.

If something goes wrong, or you feel you have a genuine cause for complaint, we want to resolve the matter as quickly and helpfully as possible.

How to make a complaint

To make a complaint, please contact Catrin Davies, Practice Manager. Your concern will be handled in line with the Welsh Government’s Putting Things Right complaints process.

Read about Putting Things Right

What to expect when you make a complaint

When you make a complaint, we will contact you within two working days.

We will investigate your complaint openly and honestly and aim to respond within 30 working days wherever possible.

If the investigation is expected to take longer, we will contact you to explain why and provide regular updates.

Putting Things Right information

Putting Things Right is the NHS Wales process for dealing with complaints, concerns and incidents.

More information, including resources in alternative formats and other languages, is available from the Welsh Government.

Welsh Government Putting Things Right website Alternative formats Foreign language versions
The NHS Duty of Candour

From April 2023, the Duty of Candour is a legal requirement for all NHS organisations in Wales.

It means NHS organisations must be open and transparent with service users when they experience harm while receiving healthcare.

NHS organisations are required to:

  • Talk to service users about incidents that have caused harm
  • Apologise and support people through the process of investigating the incident
  • Learn and improve from these incidents
  • Find ways to stop similar incidents happening again

This duty builds on the Putting Things Right process that has been in place since 2011.

As a service user, you do not need to do anything for the Duty of Candour.

Read about Putting Things Right Read the Duty of Candour Regulations Watch the Duty of Candour video
Getting help to raise your concern

If you need help to raise a concern, Llais can support you.

Llais is an independent body. Its free advocacy service can provide information, advice and support to members of the public who wish to raise a concern about health or social care.

Llais can help you raise a concern and advise you on the most appropriate course of action.

Llais West Wales Advocacy Service

Llais Carmarthen
Welsh Government buildings, 

Picton Terrace
Carmarthen
SA31 3BT

 

Telephone: 01646 697610

Email: [email protected]

Visit the Llais website
Public Services Ombudsman for Wales

If you are unhappy with the way we have handled your complaint, please let us know so we can discuss this with you. Additional steps can be taken to try to answer all your questions.

If you are still not happy, you can contact the Public Services Ombudsman for Wales, but only if your complaint has already been investigated by the surgery.

Public Services Ombudsman for Wales

1 Ffordd Yr Hen Gae

Pencoed

CF35 5LJ

Telephone: 0300 790 0203

Email: [email protected]

Visit the Ombudsman website
Violence and abuse policy

The NHS operates a zero tolerance policy towards violence and abuse.

The practice has the right to remove violent or abusive patients from the practice list with immediate effect to safeguard practice staff, patients and other people.

Violence includes actual or threatened physical violence, or verbal abuse that causes someone to fear for their safety.

If this happens, we will notify the patient in writing that they have been removed from the practice list. We will also record the removal and the circumstances leading to it in the patient’s medical records.