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Patient Feedback and raising a concern

Preseli Practice is committed to providing excellent patient care. 
Patient feedback plays a vital role in our ongoing efforts to enhance services and care quality.

Feedback regarding our services can be submitted through the "Patient Feedback" box at the reception or electronically using the link  Preseli Practice Patient Feedback (office.com)

Should you have any concerns regarding the care provided at the Practice, the Practice Concerns Procedure ensures that when a concern is raised, it can be investigated and resolved as quickly as possible.

What to do if you have a concern

Often the concern can be dealt with by speaking to a member of the Practice Team.

  • You can raise the matter with a member of staff who will try to resolve it immediately 
  • You can ask to speak to  Mrs Julie Evans, Practice Manager or Francesca Phillips Assistant Practice Manager on  01239 820397 
  • If you prefer to put your concern in writing, please include as much information as possible and address your letter to Mrs Julie Evans, Practice Manager.
     

What the Practice will do.

  • If the concern cannot be resolved immediately the Practice will acknowledge your concern in writing within two working days. 
  • Details of the concern will be shared with the Partners at the Practice at the earliest opportunity.
  • If the concern relates to someone other than yourself, written consent from the patient will be required before the Practice can fully respond.
  • To investigate the concern, the Practice may need to access your medical records, if you do not wish this please inform the Practice Manager in writing. 
  • The concern will be investigated and we will aim to provide you with a full response within 30 working days.  If for any reason we are unable to meet this timescale, we will write to keep you informed. 
  • The Practice will provide a response which includes an explanation, an apology if appropriate, and what action the Practice is taking or has taken to help prevent any similar problems in the future.  

If you wish to raise a concern with someone other than the Practice. 

Patient Support Services

If your concern is with regard to care or services received from Community or Hospital or Pharmacy services you can contact the Hywel Dda University Health Board's Patient Support Services Team.    Telephone: FREEPHONE 0300 0200 159

Write to: 

Freepost Feedback @ Hywel Dda,
Withybush General Hospital,
Fishguard Road,
Haverfordwest,
SA61 2PZ

LLAIS – WEST WALES REGION

If you need help to raise a concern, Llais – your voice in health and social care - can help you do this.

Llais is an independent body and its free Advocacy service can provide information, advice and support to members of the public who may wish to raise a concern. Llais can support you to raise a concern and give advice on the most appropriate course of action.  You can contact your local Llais office at the following 

Tel: 01646 697610      Email: westwalesadvocacy@llaiscymru.org

Llais – West Wales
Government Building
Picton Terrace
Carmarthen
SA31 1BT

To access Llais’ website go to: Raising a concern about health and social care services | Llais

 

You may refer your concern to the Public Services Ombudsman for Wales. 

Telephone: 0300 790 0203         Website:  https://www.ombudsman.wales 

Write to:   

Public Services Ombudsman for Wales,
1 Ffordd yr Hen Gae,
Pencoid,
CF35 5LJ