Complaints

This page explains the practice in-house complaints procedure which we operate in line with The NHS “Putting things right” (Wales) procedures.

The doctors and staff of Talybont Surgery aim to give all patients the highest possible standard of service but occasionally there may be aspects of our service that you wish to complain, or raise a concern, about.

If you have any suggestions about how we can improve our service please let us know.  Similarly, when the staff do provide a good service it is extremely rewarding if their efforts are recognised.  Compliments are always welcome. Your suggestions, compliments, concerns and complaints will help us to provide you with a better service.

Please be assured that your comments will be handled with complete discretion and that confidentiality will be maintained at all times.  All information regarding your complaint will be handled in compliance with the Data Protection Act/General Data Protection Regulations (2018).

If you are unable to make a complaint yourself, anyone acting on your behalf will need your written authority to do so.  Where a patient is unable to give written consent we will need evidence that you are their next of kin, or have their agreement, before we proceed. 

You and your family will not be penalised, nor will your healthcare be adversely affected, for making a complaint.

Complaining Informally

Issues can often be resolved by speaking to either one of the doctors or to the practice manager. You can contact us by telephone, or via AskMyGP.

Making a formal complaint

If you do decide to make a formal complaint, letters should be addressed to the Practice Manager or the Senior Partner.

We will then:

  • Acknowledge receipt of your complaint within 2 working days.
  • Investigate your complaint.
  • If appropriate, offer to meet you (with a friend or relative if you wish) to address your concerns. 
  • Offer a full written explanation 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.

The aim of the Complaints Procedure is, wherever possible, to resolve problems locally.  If you remain dissatisfied with the outcome you may write directly to:

The Public Services Ombudsman for Wales,
1 Ffordd yr Hen Gae, Pencoed
CF35 5LJ

Telephone: 0300 790 0203

Time Limits

It is important that you make your complaint as soon as possible after the problem arises. You can take up to 12 months to raise a concern.  If there is a good reason for any delay which means that you do not complain within 12 months, we may still be able to investigate, but this will depend on whether vital evidence is still available to us.  Whenever possible we prefer to deal immediately with your concerns by allowing you to discuss this with the Practice Manager in the hope that we can resolve issues as quickly as possible

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:

Abertawe Bro Morgannwg Community Health Council
1st Floor, Cimla Hospital, Cimla, Neath SA11 3SU
Tel: 01693 683490

If you feel unable to deal directly with the Practice you should contact:

The Chief Executive, Swansea Bay Health Board,
1 Talbot Gateway, Baglan Energy Park, Baglan, Port Talbot
SA12 7BR

They will need your consent to contact us, and will still require the practice to respond to you directly.