Both the doctors and staff are here to help you in any way possible and can usually solve any of your queries or questions. If, however you have a suggestion or complaint to make please email/write to the practice manager, Mrs Nicola Edwards, who will be pleased to discuss the matter with you. If you have any queries, please ask any of the receptionists, nurses or doctors for advice.
Giving feedback or complaint
- fill out a feedback form
- phone us on 01639 622050
- Email: Castle.Surgery@wales.nhs.uk
‘Putting things right’ procedure
If you have a concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a procedure as part of the NHS system from dealing with concerns. Our system meets national criteria.
Tell us about your concerns
We hope that most problems can be sorted out quickly and easily, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to raise a concern, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks, because this will enable us to establish what happened more easily.
Concerns should be addressed to Mrs Nicola Edwards our practice manager or to Dr Vijay Venkatraman senior GP partner.
Alternatively, you may prefer to make an appointment to discuss your concerns with our practice manager. The concerns procedure will be explained to you and we shall endeavour to ensure that any issues are dealt with promptly.
What we shall do
We shall acknowledge your concern within 2 working days (not including bank holidays and weekends) and aim to have investigated your concern within 30 working days of the date when you raised it with us; we shall then be in a position to offer you an explanation, or a meeting with the people involved. When we investigate a concern, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology – if appropriate
- Identify what we can do to make sure the problem doesn’t happen again
Raising a concern on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed.
If you are not happy with our investigation and response to your concern
If your concern has 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
Address
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
In summary
We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of putting right what has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the Local Health Board if you feel you cannot raise the complaint with us.
Neath Port Talbot LHB
Ground Floor
Black A
Neath Port Talbot Hospital
Baglan Way
Port Talbot
SA12 7BX
Email
SBU.complaints@wales.nhs.uk
If you need help to tell us about your concern, please let us know, or contact your local Llais. Your local Llais provides a free and independent advocacy service, which is able to help patients or the people acting for them to raise a concern.
Llais
Third Floor
33-35 Cathedral Road
Cardiff
CF11 9HB
Tel: 02920 235558
Email: enquiries@llaiswales.org
Website: llaiswales.org
