Concerns
We aim to provide the very best care and treatment. The vast majority of people are happy with the health care that they receive from us, but sometimes things might not go as well as expected.
Should this be your experience, we welcome the opportunity to look at your concerns in order to make things better.
Who can raise a complaint or concern?
You can tell us yourself or ask a representative to act on your behalf for example, a relative, a carer, Llais Representative or Member of Senedd. However, staff will only discuss your concerns with a representative if they have your signed consent.
Concerns can be made by anyone who has used NHS services or facilities; or has the patient's consent. Your concern will be managed sensitively and effectively. The Listening To People Framework is primarily for concerns about NHS funded care and treatment provided.
For further information about the NHS Wales Complaints and Concerns you can visit the Welsh Government website by clicking this link.
How to raise a complaint or concern
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In Person: |
Often, worries and problems can be resolved there and then by speaking directly to a staff member or their Manager on the ward or department. If you don’t feel comfortable talking to them directly, or if you feel the matter has not been resolved you can contact the Concerns and Patient Experience Team. |
| Online | You can raise a complaint or concern online here. |
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By Email: |
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In Writing: |
You can write a letter or use the PTHB Raising a Concern or Complaint Form and send to: PTHB Concerns/Patient Experience Team |
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You can write directly to the Chief Executive Officer: Powys Teaching Health Board |
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| By Telephone |
01874 712582 Answerphone |
Important Information to Provide us with
It helps us to investigate matters quickly if you provide the following information when you contact us:
- Patient's name, date of birth and address
- NHS Number, if available
- Date, time & location of the event / issues
- Names of staff involved (if known)
- Details of your concern / complaint
- If you are not the patient please provide your full name, address and relationship to the patient
When can a concern or complaint be made?
A concern should be notified no later than 12 months from:
- The date on which the concern occurred, or
- from the date the person realised they had a concern.
A concern cannot be looked into if 3 years or more have passed from the date the person became aware of the matter. There are exceptions to the rule and if you are in any doubt please contact the Concerns / Patient Experience team to discuss.
What happens next?
The information in this section is being updated to reflect the new Listening To People Framework
I have a concern or complaint about my GP or other primary care provider?
If you have a concern or complaint about services that you have received from your General Practitioner (GP), Dentist, Pharmacist or Optician you should normally ask that practice to look into it for you.
If you prefer, the Concerns and Patient Experience Team can assist you in raising your concerns to the GP or other service provider. The provider will be given the opportunity to respond to your concerns directly.
If you have already raised your concerns directly with the GP/other service provider and have received a response, Powys Teaching Health Board is unable to re-investigate those concerns.
What to do if you are unhappy with the response
If you are not satisfied with the response you receive and feel nothing further can be done locally to resolve your concern you can refer your concerns to the Public Services Ombudsman for Wales:
Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Tel: 0300 790 0203
Email: ask@ombudsman.wales
Website: www.ombudsman.wales
Support is available
Llais provides a free, independent, client-led advocacy service that covers all aspects of NHS treatment and care, as well as social care. The service is available to all residents in Wales, irrespective of where the treatment was provided. Information about how to contact Llais in Powys is available from the Llais website.
Information about 'Listening To People'
More information and resources in alternative formats and languages can be found on the Welsh Government Listening To People website (opens in new tab)
Additional Information
Our policy for the effective management and resolution of complaints and concerns is being updated to reflect the new Listening To People Framework.
Welsh Language
Members of the public are welcome to raise concerns in Welsh. Correspondence received in Welsh will be responded to in Welsh. Persons wishing to use Welsh at meetings relating to a specific concern will need to notify a member of the concerns team in advance of the meeting in order for PTHB to make the necessary arrangements.
If your concern relates to our compliance with the Welsh Language Standards and you are not satisfied with the response you receive and feel nothing further can be done locally to resolve your concern you can refer your concerns to the Welsh Language Commissioner:
Welsh Language Commissioner
Market Chambers
5–7 St Mary Street
Cardiff
CF10 1AT
Telephone: 0345 6033 221
E-mail: post@welshlanguagecommissioner.wales
Website: https://gov.wales/welsh-language-commissioner