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Patient Feedback and raising a concern

 

Patient Feedback and Raising a Concern

We’re committed to providing excellent care, and your feedback helps us improve the services we offer. Whether you want to share something positive or raise a concern, we’re here to listen and support you.

🌟 Giving Feedback

You can share your thoughts in two ways:

All feedback is welcome — it helps us understand what’s working well and where we can make things better.

 

🗣️ If You Have a Concern

Most concerns can be sorted quickly by speaking with a member of our team. Please feel free to talk to any staff member, who will do their best to help straight away.

If you’d prefer to speak to someone directly, you can contact:

  • Mrs Julie Evans, Practice Manager

  • Francesca Phillips, Assistant Practice Manager

  • 📞 01239 820397

If you’d rather write to us, please include as much detail as possible and address your letter to Mrs Julie Evans, Practice Manager.

 

📝 What Happens Next

If we can’t resolve your concern immediately, we will:

  • Acknowledge your concern within two working days

  • Share the details with the Practice Partners

  • Request written consent if the concern involves someone else

  • Access your medical records if needed (please let us know if you prefer we don’t)

We aim to provide a full response within 30 working days. If we need more time, we’ll keep you updated.

Our response will include:

  • An explanation of what happened

  • An apology, if appropriate

  • Details of any actions taken to prevent similar issues in future

 

🌐 If You Prefer to Raise Your Concern Elsewhere

 

Patient Support Services – Hywel Dda University Health Board

For concerns about community, hospital, or pharmacy services:

  • 📞 FREEPHONE 0300 0200 159

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

Llais – Independent Advocacy

Llais can help you raise a concern and offer free, confidential advice.

Public Services Ombudsman for Wales

If you feel your concern hasn’t been resolved:

  • 📞 0300 790 0203

  • 🌐 ombudsman.wales

  • ✉️ Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ