Raising a Concern

Raising a concern

This page explains how to raise a concern with us. This includes situations where you are not happy with the service provided by the Surgery, or if you have any concerns that you think we should know about. 

We aim to provide the very best care and treatment, but sometimes things may not go as well as expected. When that happens, you should raise your concerns with us as soon as possible, so that we can look at what may have gone wrong and try to make it better.

In NHS Wales, this is done through a process known as ‘Putting Things Right’ and from April 2026 ‘Listening to People.’ For more information please see the link below.

NHS Wales complaints and concerns: Putting Things Right | GOV.WALES

Large Print - Putting Things Right Leaflet 

Easy Read - Putting Things Right: When you tell us what's wrong 

BSL Video - NHS Wales complaints and concerns: Putting Things Right - British Sign Language (BSL) [HTML] | GOV.WALES 

Audio Option - NHS Wales complaints and concerns: Putting Things Right - Audio [HTML] | GOV.WALES 

Alternative Language - Putting Things Right: alternative language versions | GOV.WALES 

What is a concern?

A concern is when you feel unhappy about any service provided by the Surgery. By telling us about your concern, we can listen to you, investigate and try to put things right. We can also learn lessons and improve services where they need to be better.

Who can raise a concern?

If this is something that has happened to you, you can raise the concern yourself. If you prefer, a carer, friend, relative or your local advocate can represent you, but you will be asked to agree to this.

How to raise a concern

Letters can also be emailed to the surgery. The subject must read ‘FAO Practice Manager – Raising a concern’ and be sent to our generic email;  enquiries.fishguard@wales.nhs.uk

These MUST be attached as a document for privacy purposes, and not included in the email content itself. You will receive an automated generic reply via our email system. This is designed to ensure that patients are accessing support in the correct avenues.  We will acknowledge receipt of your letter in writing and respond as soon as we can.

Llais

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.

You can contact your local Llais office at the following address:
 

Llais – West Wales 

Government Building

Picton Terrace

Carmarthen

SA31 1BT 

Tel:  01646 697610

Email:     westwalesadvocacy@llaiscymru.org 

To access Llais’ website go to:

 Raising a concern about health and social care services | Llais