Complaints Procedure

Practice In-House Complaints Procedure:

The doctors and staff at Riversdale Surgery want to provide you with a good service, but sometimes things go wrong and you may want to complain, or maybe just tell us about your concerns or suggest improvements.

If you have any suggestions, please let us know. If you feel that you wish to raise a matter of concern without making a formal complaint, please ask to speak to the Practice Manager, Mrs Elizabeth Keefe.

Your suggestions, compliments and complaints will help us to provide you with a better service. We operate the Practice complaints procedure in line with the NHS Putting Things Right Guidance.

Please be assured that all your comments will be managed with complete discretion and that confidentiality will be maintained at all times. All information regarding your concerns will be handled in compliance with the Data Protection Act.

If you were unable to make your complaint yourself, anyone acting on your behalf would need to have your written authority. Where a patient is unable to give written consent, we will need evidence that you are their next of kin.

How to make a complaint:

If you do decide to make a formal complaint, this can be done verbally, or in writing, to the Practice Manager, Mrs Elizabeth Keefe.

She will then:

  • Acknowledge receipt of your complaint within 2 working days
  • Investigate your complaint
  • Offer to meet with you to discuss the matter in more detail, if this is appropriate
  • Offer a full, written explanation within 30 working days if possible
  • If for any reason we are unable to obtain all the necessary information within that time scale we will keep you informed of the reasons for delay

You may wish to bring a friend or relative with you to a meeting.

Help in making your complaint:

The Community Health Council is independent of the NHS and can offer help, advice and advocacy. You can contact the CHC on Tel: 01443 403590.

Time limits:

It is best to talk to someone about your concern as soon as possible after the problem happened, but you can take up to 12 months to let us know. If a longer time has passed but there are good reasons for the delay, tell us anyway, as we may still be able to deal with your concern

The aim of the NHS Complaints procedure is to resolve problems locally whenever possible.

After we have responded to your complaint, should you remain dissatisfied, you may ask for an independent review by contacting:

The Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ.

Tel no: 0845 601 0987 Email:


More information about the NHS complaints procedure can be found at:

If you feel unable to deal directly with the Practice, you can contact Cwm Taf University Health Board Concerns Team:
Tel: 01443 744800.

Cwm Taf Morgannwg University Health Board
Concerns Team
Ynysmeurig House
Navigation Park
CF45 4SN

Call Recording

All telephone calls are recorded for training and monitoring purposes.

Text Messages to Patients

If we have your current mobile telephone number, we will send you appointment reminder text notifications, invitations to clinics and health promotion information.

Please ensure that we have your most up to date mobile telephone number so that you can benefit from this service, or for this service to continue if you are already receiving texts from us. (You can opt out of the text notification service at any time by contacting the practice).

Repeat Prescription Number
Phone 111 / Ffoniwch 111