Have a Concern About Your Care?
Listening to People – NHS Wales
At Beech House Surgery we are committed to providing high-quality care. If something has not gone as expected, please let us know — we will listen and do our best to resolve your concern.
What is “Listening to People”?
Listening to People is the NHS Wales process for handling concerns, complaints and feedback.
It means we will:
- Listen to you with respect
- Try to resolve concerns as quickly as possible
- Keep you informed throughout
- Learn from your experience to improve our services
How to raise a concern
You can contact us in the way that suits you:
- Speak to a member of staff
- Telephone: 01745 812863
- Email: [email protected]
- Write to: Practice Manager, Beech House Surgery, 69 Vale Street, Denbigh, LL16 3AY
You can also ask someone to raise a concern on your behalf (with your consent).
What will happen next
Acknowledgement
We will acknowledge your concern within 5 working days.
Listening discussion
We will offer you the opportunity to talk through your concerns with us. This helps us understand what matters most to you.
Early resolution
We will aim to resolve your concern within 10 working days, where possible.
If more time is needed
If your concern is more complex:
- We will explain why
- Keep you updated
- Agree a timescale with you
Support and advice
You can get free, independent help from:
Llais
Llais supports people to have their voices heard in health and social care in Wales.
Llais Wrexham
Unit 1B and 1C Wilkinson Business Park
Clywedog Road South
Wrexham
LL13 9AE
Telephone: 01978 356178
Email: [email protected]
Health Board concerns team
If your concern relates to services provided by the Health Board, you can also contact:
Betsi Cadwaladr University Health Board Concerns Team (PEARS)
(People’s Enquiry and Resolution Service)
Telephone: 03000 851234
Email: [email protected]
Website: www.bcuhb.nhs.wales
If you remain dissatisfied
If you are not satisfied with our response, you can ask the Public Services Ombudsman for Wales to review your case.
Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Telephone: 0300 790 0203
Website: www.ombudsman.wales
Our commitment to you
- Treat you with dignity and respect
- Communicate clearly and honestly
- Keep your information confidential
- Use your feedback to improve our services
Help us improve
Your feedback helps us improve care for all our patients. Thank you for taking the time to share your experience.
You can download the above information in our Complaints Leaflet in English or Welsh – English Version / Welsh Version
