Contact Details

Patient Suggestions and Complaints

Feedback and suggestions are welcome, complaints are dealt with via or official complaints procedure.

Do not use the general online suggestions form to submit complaints, as these should be dealt with more urgently. 

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We appreciate that our surgery lines are extremely busy, particularly in the morning.  Our team work very hard each day to deal with the volume of calls, as well as all the additional work involved behind the scenes for the care of our patients.   We have published an infographic which provides an idea of the volume of work each practice undertakes on a monthly basis (click here)

In response to the demand for our services, we are continuously reviewing our systems and making changes to improve the experience of our patients and staff.  However, this in itself takes time, significant work and great effort.  We aim to respond to a variety of economic factors impacting on NHS primary care services, most of which are beyond our control to which we endeavour to contend with as best we can within the resources available, often with limitations.

The world is currently short-staffed, please be kind to those who are here.  We respect and care deeply for all of our patients, our NHS and other colleagues in local services, and thank you for your continued patience and support in such unprecedented and unpredictable times. 

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Patient Care Contacts

For alternative contacts relating to patient care, which is not a formal complaint please Click Here for more information

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Suggestions

Suggestions and constructive feedback are welcomed and can be made via the suggestions form at the bottom of this page.  Or you may write to the practice directly.

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Complaints

If you wish to make a formal complaint, we ask that you kindly outline the matter in writing for the attention of the Practice Manager. 

We ask that you kindly put any complaint in writing as this is the best way to outline any concerns you have.  

Fforestfach Medical Centre, Ravenhill Road, Fforestfach, Swansea, SA5 5AA.

If you wish to discuss any matters of complaint, then please contact the surgery (we recommend in the afternoon) and request to speak to the practice manager.  If the manager is not available at time of call for any reason; one of our members of staff will take your contact details with a brief summary and request the manager to call you back.  You don't have to disclose any details if you do not wish to, however, it could be in your benefit as the call handler may be able to resolve or help you.

We do not usually provide an email to make a complaint, because there is risk of the email not being manned.  However, you should contact the surgery to discuss this further, so that your email can be anticipated and picked up.

From receipt of your complaint, we will acknowledge within two working days, and respond within 30 working days.  Should more time be required to investigate any matters raised we will contact you and keep you informed throughout.

We aim to provide patients with a high standard of care but understand that sometimes things do not go as well as expected.  We discuss complaints, suggestions, significant events and compliments in practice meetings so that we can learn from each experience whether and encourage continued good practice.

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Complements and Expressions of Gratitude

Compliments and expression of gratitude can be made in the same way as suggestions, or you may wish to write to us directly.

Our team work very hard so it's great to hear when their work is acknowledged, and we appreciate any positive feedback.

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Thank you

The Partners

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Address book Address

Fforestfach Medical Centre
Ravenhill Road
Fforestfach
Swansea
SA5 5AA

Telephone Numbers Telephone Numbers

Surgery Main:
01792581666
Out of Hours:
111
Please only use this form for comments about the practice and suggestions as to how we can improve our service to you. Medical matters and official complaints cannot be dealt with via this form and should be dealt with via our practice complaints procedure (you should contact the surgery and ask for a copy from our reception team); using this form for complaints may cause a delay in us dealing with the matter.

At Fforestfach Medical Centre we have a collective list size of over 15,000 patients and deal with the workload this brings week by week. We endeavour to provide the best possible service to each and every one of you. On the grand scale of things services run smoothly but sometimes things do not go as planned. We take complaints very seriously at the surgery and when a mistake is made we work together to learn from it.

When something goes well for you at Fforestfach we would like to hear from you. As well as your suggestions we would like to hear your praise because positive feedback goes a long way in maintaining good service as does negative.

If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.


Say Something Nice Today - Focus on the Positives

We understand that things do not always go to plan, we all know that in many aspects of our daily lives that things don't go the way we would like them to.

In today’s society we all spend too much time focussing on the few negatives that we forget about the so many positives that life brings us.

We often have unrealistic expectations of what to expect from ourselves and others. They say it’s the little things that matter, and that one good deed a day goes a long way towards happiness (helping someone, saying something positive to a loved one, showing encouragement/support towards a friend, helping yourself, making someone smile).

“How far that little candle throws his beams! So shines a good deed in a weary world.” ― William Shakespeare, The Merchant of Venice

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