Compliments and Concerns

Compliments and Concerns

Ty’r Felin Surgery is committed to providing high quality healthcare and services. If you have a complaint or concern about the service you have received from doctors or any of the staff working at the practice please let us know.

Ty’r Felin Surgery Complaints Procedure operates in line with NHS guidance.

[Click here for guidance on how to raise a concern in Welsh]

How to raise a concern

We aim to resolve any complaints and concerns easily and quickly, and if possible at the time they arise with the person concerned. Mrs Claire Thomas and Mrs Sarah Passmore are our Patient Liaison Leads and can offer advice and guidance regarding any concerns raised.

If your complaint or concern cannot be resolved immediately and you wish to raise this formally letters should be addressed to the Practice Manger.

We will then:
• Acknowledge receipt of your complaint within 2 working days
• Investigate your concern
• Offer to meet with you to discuss the matter in more detail if this is appropriate (with a friend of relative if you wish)
• Offer a full, written response within 30 working days. If for any reason we are unable to obtain all the necessary information within that timescale we will keep you informed of the reasons for the delay.

Complaining on behalf of someone else

Medical records are protected by the Data Protection Act 2018.  If you are complaining on behalf of someone else we need their written consent unless they are unable (for example due to illness).

Please be assured that your comments will be handled with complete discretion and that confidentiality will be maintained at all times.  All information will be handled in compliance with the Data Protection Act 2018 under the General Data Protection Regulation.

Time limits

It is important that you make your complaint as soon as possible after the problem arises.  Usually the NHS will only investigate complaints that are either:

  • Made within 12 months of the event; or
  • Made within 12 months of you realising that you have something to complain about, as long as that is not more than 12 months after the event itself.

The aim of the NHS Complaints Procedure is to resolve issues locally whenever possible.  If you remain dissatisfied with the outcome you should contact:

The aim of the complaints procedure is to resolve problems locally whenever possible.   If you remain dissatisfied with the outcome you should contact:-

The Public Services Ombudsman for Wales

1 Ffordd Yr Hen Gae

Pencoed

CG35 5LJ

Tel:  0300 790 0203

E-mail:  ask@ombudsman-wales.org.uk

Website: www.ombudsman-wales.org.uk

You should contact the Ombudsman within 1 year of when you first noticed the matters alleged in the complaint.

Help in making your complaint

The Community Health Council (CHC) is independent of the NHS and can offer help, advice and advocacy.  You can contact the CHC at: http://www.wales.nhs.uk/sitesplus/902/home

Swansea Bay Community Health Council

First Floor,

Cimla Health & Social Care Centre,

Neath,

SA11 3SU

Tel:  01639 683490

E-mail: complaints.advocacy@waleschc.org.uk

How to record a compliment

If you would like to share a good experience you’ve had at Ty’r Felin Surgery then please write to the Practice Manager or email us at tyrfelinsurgery@wales.nhs.uk

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