At Pontprennau Medical Centre and St Davids Medical Centre, we are committed to providing high-quality, safe and compassionate care to all our patients.
We welcome feedback about our services, whether this is a compliment, suggestion, concern or complaint. Your feedback is important to us and helps us identify areas where improvements can be made.
We understand that sometimes things may not go as expected. If you are unhappy with any aspect of the care or service you have received, we encourage you to let us know so that we can listen to your concerns, investigate where necessary and take appropriate action.
Raising a concern or making a complaint will not affect the care or treatment you receive from our practice.
Listening to People – NHS Wales Complaints Process
From 1 April 2026, NHS Wales introduced a new approach to handling concerns and complaints called Listening to People.
This replaces the previous Putting Things Right process for concerns raised from 1 April 2026 onwards.
The new process aims to ensure that patients and their families are listened to, treated with dignity and respect, and supported throughout the complaints process.
The process operates under the NHS (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011, as amended.
*Please tell the concerns team or practice if you need information or communication in a different format such as large print, Braille or audio.
For further information regarding our complaints policy, please refer to the Complaints Policy and Leafleft section.