We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
We would like to hear from you if you have a suggestion on how we can do things better, to improve our patients’ experiences.
We’d also like to hear from you if you are pleased with the service you’ve received.
We’ll let the staff involved know and share the good practice across our teams.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- phone us on Pengorof Surgery 01639 843221 or Ystalyfera Surgery 01639 843251 or Abercrave Surgery 01639 730225
Making a complaint
Who should you speak to about your concern?
If you feel able to do so, the best place to start is by talking to the staff who were involved with your care and treatment or if you would prefer, by speaking to the practice manager.
You can contact the practice by
- phone 01639 843221
- email enquiries.w96002@wales.nhs.uk (FAO complaints/compliments team)
- write to the practice manager at Pengorof Surgery
- fill out a feedback form
If you need help
Your local community health council provides a free and independent advocacy service which is able to help patients or the people acting for them to raise a concern.
Find your local community health council by contacting:
Board of community health council in Wales
- phone 0845 644 7814 or 029 20235 558
- website www.communityhealthcouncils.org.uk
- email enquiries@waleschc.org.uk
Other useful contacts
- Powys Local Health Board 01874 711661
- Citizens Advice Bureau 0844 477 2020
Arrangements for concerns
- Concerns can be raised no later than 12 months from the date on which the issue occurred or the date the person realised they had a concern.
- The practice will acknowledge receipt of the concern within 2 working days (wherever possible).
- A response will be sent within 30 working days of receipt of a concern or, if that is not possible, we will keep you informed.
Concerns raised with local health boards about a practice
Patients can now ask a Local Health Board to look into a concern about a practice, however:
- It is not possible for both the local health board and the practice to investigate a concern.
- Local Health Boards will not be able to investigate all concerns raised about a practice, most should be dealt with locally by the practice.
What you should do if you are still unhappy
If your concerns have been looked at by us and you are still not happy with our response, you can contact the Public Services Ombudsman for Wales:
- phone 0845 601 0987
- website www.ombudsman-wales.org.uk
- email ask@ombudsman-wales.org.uk
- postal address
- 1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ