Complaints Procedure

Complaints and Concerns

Tal-Y-Bont 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.

We aim to resolve any complaints and concerns easily and quickly, and if possible at the time they arise with the person concerned. Tal-Y-Bont Surgery Complaints Procedure operates in line with NHS guidance.

The doctors and staff of Tal-Y-Bont 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 welcomed.

Your suggestions, compliments, concerns and complaints will help us 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, email or post.

COMPLAIN TO THE SURGERY

Formal Complaint

If you do decide to make a formal complaint, letters should be addressed to the Practice manager.

We will then:

Acknowledge receipt of your complaint within 5 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 Service Ombudsman for Wales

1 Ffordd Yr Hen Gae

Pencoed

CF35 5LJ

Tel: 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: 01639 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.