Feedback and Complaints Policy

 

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Feedback

We are always interested in hearing feedback from our patients, good or bad. Below are the ways you can provide feedback.

We are always happy to hear from our Patients.

Send us your feedback online

We cannot always respond to each patient but we will collate all the feedback and it will be dealt with appropriately in-house.

 

Complaints Procedure

Important

Keeping to the strict rules of medical confidentiality means we are unable to investigate a complaint received on behalf of someone else without their written permission for us to do so.

If you have a complaint about the service you have received at our practice, please let us know. The practice follows a complaints procedure as part of the NHS system for dealing with complaints.

Find more information on NHS Wales 'Putting Things Right' page

1. Send the Surgery Your Complaint

Our Practice Manager, Julie Smith, would be your first point of contact should you wish to make a complaint and it is hoped that any problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. Please address complaints in writing providing as much detail as possible.

We will then in turn acknowledge your complaint, investigate the matter and keep you fully informed of any outcomes.

The practice will endeavour to establish what happened, and what went wrong, make it possible for you to discuss your problem with those involved if you would like this, ensure an apology is received where appropriate, and identify what we can do to ensure the issue is not repeated.

We would hope that any complaint made to us here at the surgery could be resolved in-house. If however you are dissatisfied with any part of the approach to investigating and resolving the complaint you can do so directly.

Make a Complaint to the Surgery

2. Complain to Cwm Taf Morgannwg University Health Board

Learn more about their complaints policy

3. Complain to the Chief Executive

Mr Paul Mears - Chief Executive

Cwm Taf Morgannwg University Health Board
Ynysmeurig House
Navigation Park
Abercynon
CF45 4SN