💬 We aim to provide the best possible service to everyone who attends our practice.

We welcome your feedback, whether it is a concern, complaint, compliment, or suggestion. Your experience helps us improve the care we provide.

If something has not gone as expected, we will listen and work with you to resolve your concerns as quickly and supportively as possible.

As part of changes introduced across NHS Wales from April 2026, concerns are now handled under the ‘Listening to People’ approach, which focuses on openness, compassion, and learning.

You can raise a concern by contacting the Practice Manager, who will guide you through the process and ensure your feedback is handled appropriately.

You may also choose to contact Swansea Bay University Health Board directly using the link above.

The new ‘Listening to People’ approach makes it easier for patients, families, and carers to:

• Share their experience of NHS care
• Raise concerns or complaints
• Receive timely responses and support
• Help services learn and improve

• Your concern will be acknowledged promptly
• We will listen carefully and treat you with respect and compassion
• We aim to resolve concerns as quickly as possible
• If further investigation is needed, we will keep you informed

NHS organisations in Wales have a legal duty to be open and honest when something goes wrong.

This means we will:

• Explain clearly what happened
• Offer an apology where appropriate
• Provide support to those affected
• Investigate and learn from incidents
• Take action to prevent recurrence

If you would like support in raising a concern, Llais can help.

Llais is an independent organisation providing free advice, information, and advocacy services.

If you are not satisfied after your concern has been considered, you can contact the Ombudsman.

Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
📞 0300 790 0203
✉️ [email protected]

The NHS operates a zero-tolerance policy towards violence and abuse.

This includes physical violence or verbal abuse that causes fear for safety.

Patients displaying such behaviour may be removed from the practice list to protect staff and other patients.