Complaints

Concerns and Complaints

Bryngwyn Surgery handles concerns, complaints, incidents and redress in line with the NHS Wales framework Listening to People (2026).

This approach replaces the previous “Putting Things Right” arrangements and sets out how NHS organisations in Wales must listen to, investigate and respond to concerns.

NHS Wales Guidance

Listening to People – People’s Guidance (English)

Gwrando ar Bobl – Canllaw i Bobl (Cymraeg)

Raising a Concern

You may raise a concern about your care, or the care of someone else, at any time.

• In person at the practice
• By telephone
• In writing (including email)

Concerns should normally be raised as soon as possible to support early resolution.

How Your Concern Will Be Managed

All concerns are handled in accordance with the Listening to People framework. This includes:

• A single point of contact
• Opportunity to outline your concerns in full
• Assessment and, where appropriate, formal investigation
• A clear written response

Where appropriate, concerns may be resolved at an early stage. More complex matters will proceed to formal investigation.

Time Limits

Concerns should normally be raised within 12 months of the issue arising or becoming known. This may be extended where there are valid reasons for delay.

Outcomes

You will receive a written response which will:

• Address the issues raised
• Provide an explanation of findings
• Confirm any actions taken

Where appropriate, an apology will be provided and learning identified.

Further Review

If you are dissatisfied with the outcome, you may refer your concern to the Public Services Ombudsman for Wales:

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Website: www.ombudsman.wales
Tel: 0300 790 0203

Practice Documentation

• Concerns and Complaints Procedure
• Complaint Form
• Third Party Consent Form