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Raising a Concern

Raising a Concern or Complaint

We are committed to providing a high standard of care to all our patients. However, we recognise that there may be occasions when you feel our service has not met your expectations.

If you have a concern or wish to make a complaint, we encourage you to let us know as soon as possible so that we can address the issue promptly and learn from your feedback.

How to Raise a Concern

  • You can speak directly to a member of our reception or clinical team.
  • You may contact the Practice Manager, who will be happy to assist you.
  • Concerns can also be submitted in writing via email or letter to the practice.
You may wish to contact our Practice Manager, Mandy Mahoney, directly either by

      Telephone : 01685 351492 or Email: Practice.Manager.w95647@wales.nhs.uk

Information about concerns process Concerns and Complaints - Cwm Taf Morgannwg University Health Board

Listening to People is the new NHS Wales approach to how concerns, complaints, patient safety incidents and redress are handled. At Cwm Taf Morgannwg University Health Board, this process applies to all NHS-funded care we provide or commission, including hospital services, community services, GP practices, dental services and independent providers delivering NHS care on our behalf. The approach is designed to make sure people feel listened to, supported and treated with compassion when they raise a concern about care.

The Listening to People Listening to People: NHS Wales complaints, incidents and redress process | GOV.WALES arrangements came into effect on 1 April 2026. From this date, all new concerns raised with Cwm Taf Morgannwg University Health Board about NHS-funded care will be managed under this new process, which replaces the previous Putting Things Right arrangements. The changes are set out in updated NHS Wales legislation and aim to make raising a concern simpler, clearer and more person-centred, with a stronger focus on listening, learning and improving services.

When you raise a concern with Cwm Taf Morgannwg University Health Board, you will receive an acknowledgement within 5 working days. You will also be offered a listening discussion, which gives you the opportunity to explain what happened, what matters most to you, and what you would like to see happen next. Where appropriate, we will first try to resolve concerns through early resolution, which focuses on listening, explaining what happened and taking prompt action where possible.

If a concern cannot be resolved through early resolution, or if early resolution is not appropriate, it will move to a formal investigation stage. We will explain what this involves, tell you how long it is expected to take, and keep you informed if timescales change. You should receive a clear written response, an apology where things have gone wrong, and information about what we have learned and any actions taken to improve services.

If you remain unhappy after our response, you have the right to ask the Public Services Ombudsman for Wales to independently review your concern.

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
Cardiff
CF35 5LJ
Telephone: 0845 6010987
Email: ask@ombudsman-wales.org.uk
Website: https://www.ombudsman.wales/

Confidentiality
All concerns and complaints are handled in confidence and will not affect the care you receive from the practice.

Your feedback is important to us and helps us improve our services for all patients.