Regrettably, there are times when things may not go as planned. Voicing your complaint allows us to learn from your experiences and improve the services we offer.
If you, a member of your family, a carer or an advocate, wish to discuss any complaints you have, you should speak to the staff who are involved with your care and treatment so that they can help you to resolve the matter.
However, if this does not resolve matters for you, or if you would prefer to talk to someone who is not involved in your care or are unsure who to talk to, please complete the below complaints form. Alternatively, you can contact us via our traditional methods:
Form: Raising a concern | Hywel Dda UHB (opens in new tab)
Telephone: 0300 0200 159
Email: hdhb.patientsupportservices@wales.nhs.uk
Letter: FREEPOST FEEDBACK @ HYWEL DDA
When you make a complaint, we aim to contact you within five working days to acknowledge your concern. We will investigate your complaint openly and honestly in line with the Putting Things Right Regulations (PTR) NHS (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011 (opens in new tab) and aim to respond to you within 30 working days wherever possible.
These regulations require that a concern is raised within 12 months of the date on which the event occurred, or within 12 months of the date the person first became aware of the issue.
If your concern exceeds this 12-month period, while we appreciate that this may be disappointing, we are bound by the regulatory framework, and therefore regret that we would be unable to progress your complaint through the formal process.
If the investigation is expected to take longer, we will contact you to explain why, and you will receive a regular update.
You should ask the practice/practice manager to look into your complaint as they have their own complaints process. You can find their contact details by clicking here.(opens in new tab) If this doesn’t help you, you can contact the patient support services team (opens in new tab) for further advice.
If you are unhappy with the way we have handled your complaint, please let us know so that we can discuss this with you. Additional steps can be taken to try and answer all of your questions. However, if you are still not happy, you can report it to the Public Services Ombudsman For Wales but only if your complaint has already been investigated by the health board.
Address: 1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
Telephone: 0300 790 0203
Email: ask@ombudsman.wales
Ombudsman (opens in new tab)
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.
Address: Llais – West Wales, Government Building, Picton Terrace, Carmarthen, SA31 1BT
Telephone: 01646 697610
Email: westwalesadvocacy@llaiscymru.org
Website: Raising a concern about health and social care services | Llais
More information and resources in alternative formats and languages can be found on the Welsh Government putting things right website (opens in new tab).
Putting things right guidance in alternative formats (opens in new tab)
Putting things right guidance in foreign languages (opens in new tab)