We welcome your feedback.

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

Your feedback helps us understand what we are doing well and where we can improve. You can use this page to find out how to send us a complaint, compliment, comment, concern, or suggestion.

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 read our patient complaints procedure leaflet for more information about how complaints are handled, what to expect, and where to get further support.

View Complaints Procedure Leaflet

You can raise a complaint or concern by contacting the Practice Manager. The Practice Manager will review your concern, explain the process, and guide you through the next steps.

Please include as much detail as possible, including:

• Your name
• Your date of birth, if relevant
• Your telephone number
• The date of the incident or concern
• Details of your complaint or concern
• What you would like to happen next

You can submit your complaint, concern, or general feedback using our online form.

Open complaints and feedback form

If you have had a positive experience with the practice, we would be pleased to hear from you.

Compliments help us recognise good practice and share positive feedback with our team.

You can submit your compliment using our online compliments form.

Open compliments form

You can also send us general feedback, comments, or suggestions about the practice.

This is for non-urgent feedback only. Please do not use this page for urgent medical problems or appointment requests.

You can submit feedback or a suggestion using our online complaints and feedback form.

Open complaints and feedback form

• 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
• We will use feedback to help improve our services

The ‘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

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

View Duty of Candour legislation

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

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

Visit Llais website

You may also choose to contact Swansea Bay University Health Board directly about complaints, compliments, or feedback.

This is separate from contacting the practice using the forms above.

Visit Swansea Bay complaints, compliments and feedback page

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
Telephone: 0300 790 0203
Email: [email protected]

Visit Ombudsman website

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.