We strive to offer an excellent service to our patients but do acknowledge that sometimes things can go wrong. If you are concerned about the service you have received or want to make a complaint, please speak to a member of the team. You will be given information about the Complaints Process and how we respond to and manage complaints. Our aim is to resolve all complaints in a timely manner and we will aim for local resolution each time. If this is not possible, you will be advised of other ways of dealing with your complaint.

Equally, if we do something well, we would very much appreciate your feedback.

Our complaints procedure is in line with the new NHS Wales ‘Listening to People’ process. 

(Concerns raised up to and including 31 March 2026 will continue to be handled via Putting Things Right. Concerns raised after 31 March 2026 will follow the new process via Listening to People.)

Llanfyllin Group Practice welcomes suggestions and complaints. We would like to hear suggestions, views, and comments from patients, families, and carers. Have your say to help us review how we can best provide services within resources available. The Practice follows the NHS (Concerns, Complaints and Redress Arrangements) Regulations 2011. Posters and Leaflets are displayed within the surgery.

Key Features of our Complaint Process are:

• A mandatory offer of a listening discussion: Every concern will require the offer of an in‑person, phone, or video conversation after acknowledgment, ensuring people feel heard at the earliest stage.
• An early resolution stage: A dedicated 10‑working‑day window will allow for fast and compassionate resolution, where appropriate.
• Clear timeframes and communication standards: Concerns must be acknowledged within five working days and outcome letters must use plain language and be accessible.
• If you have a concern you can either speak to a member of our team directly, or ask Powys Local Health Board to look into a concern instead of taking the matter to the Practice.
• Concerns can be raised no later than 12 months from the date on which the issue occurred.

Everyone has the right to raise a concern about NHS care, and support will be offered from the outset. This includes:

• Access to advocacy (including through Llais, the independent statutory citizen’s voice body for health and social care in Wales)
• Communication support and reasonable adjustments
• Help for people with language needs, disabilities or digital exclusion

 ➔ You can download our Concerns & Complaints Leaflet HERE 

Patients can also contact Llais for advice, assistance, and support:

Powys Llais Tel: 01874 624206 / 01686 627632

Powys Llais Email: powysenquiries@llaiscymru.org

To find out more about Llais, please visit their website: www.llaiswales.org

Alternatively, you can view their handbook in both Welsh and English below:

Llais - Who We Are Handbook A4 - Cymraeg.pdf

Llais - Who We Are Handbook A4 - English.pdf