How to Raise a Suggestion, Compliment or Concern
Providing Feedback
At Llan Healthcare, we welcome all feedback—whether it’s a compliment, suggestion, or complaint—as it helps us improve patient care and the services we offer.
The practice follows the NHS ‘Putting Things Right’ policy, and more information can be found here: Putting Things Right.
Making a Suggestion or Compliment
If you have a suggestion for improving our services or wish to provide positive feedback, you can do so by:
- Sending an email to our General Enquiries inbox at: Enquiries.llanhealthcare@wales.nhs.uk. (Please note this mailbox is not monitored 24/7 and should not be used for booking appointments or requesting prescriptions.)
- Writing by letter to the Practice Manager.
Raising a Concern
If you have concerns regarding the service received from our clinical or non-clinical staff, you are entitled to ask for an explanation. We aim to resolve concerns as efficiently and fairly as possible.
Informal Concern Process
- You may wish to raise your concerns verbally. In this case, please ask to speak with the Office Supervisor or Branch Manager.
- If your concern is not resolved at this stage, together you and the Branch Manager/Supervisor could complete a Concerns Form to assist with further investigation.
- If the Branch Manager/Supervisor is unavailable, staff may ask you to put your concern in writing via an email to our General Enquiries inbox at Enquiries.llanhealthcare@wales.nhs.uk F.A.O Practice Manager on their return to office.
Formal Concerns Process
If you prefer to submit a written complaint, please address it to the Practice Manager, who will ensure a thorough and timely investigation.
- Acknowledgment: We aim to acknowledge receipt of your complaint within 5 working days.
- Response: We strive to respond within 20 working days, though this may take longer if staff involved are on leave. You will be informed of any delays.
- Resolution: You will receive a response either in writing or through a meeting, depending on your preference.
If you remain dissatisfied with our response, we will advise you on how to escalate your complaint to the appropriate authority.
Temporary Adjustments to the Concerns Procedure
During periods of emergency measures, the practice may need to streamline its complaints process to prioritise patient care. During such times:
- Only written concerns will be reviewed.
- Concerns will be assessed weekly in our Practice Clinical Meeting.
- High-priority Concerns, including those involving immediate risks, patient harm, urgent safeguarding concerns, or criminal actions, will be addressed swiftly.
- Non-urgent concerns will be reviewed when capacity allows, though we cannot guarantee specific response times.
Confidentiality
We are committed to protecting patient confidentiality. Concerns made on behalf of another person require proper consent before confidential information can be disclosed.
Zero Tolerance Policy
Llan Healthcare operates a Zero Tolerance Policy. Any form of verbal abuse, aggression, or violence towards staff will result in removal from the practice list. Patients removed will be informed in writing.
We appreciate your cooperation and feedback in helping us provide the best care possible.
