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MEDDYGFA EMLYN
ANNUAL AUDIT OF PATIENT CONCERNS
APRIL 2025 – MARCH 2026
Purpose
To provide information on the progress and performance of Meddygfa Emlyn in dealing with concerns.
Background
This report outlines how Meddygfa Emlyn has dealt with concerns for the period April 2025 to March 2026.
Executive summary
1. Overview of arrangements in place for dealing with concerns
The aim of Meddygfa Emlyn is to provide the highest level of care for all our patients. We will always be willing to hear any suggestions for improving the level of service provided.
Meddygfa Emlyn adheres to the NHS complaints procedure and believes in 'investigating once and investigating well'. This ensures that concerns are dealt with appropriately and any actions identified are implemented promptly thereby maintaining a high quality service to patients and staff are properly trained and supported.
Over the past year 20 concerns were received, all of which have been resolved.
The Practice is able to access expert advice, legal advice and alternate dispute resolution and advocacy services should the need arise.
2. Concerns statistics
3 concerns were raised regarding access
6 concern regarding communication and interpersonal skills
5 concerns regarded clinical treatment/assessment
1 concerns regarded confidentiality
1 concerns were about medication
0 concern related to coronavirus shielding
2 concerns were about communication non clinical staff
0 concern were about Test results
0 concern were about cost of private medical care
1 concern were about record keeping
0 concern regarding administrative issues
1 concern was about premises
20 concerns were received within 1 calendar month of the event
0 concerns were received within 6 calendar months of the event
20 concerns were dealt with under regulation 24 (cases that do not involve liability) and all received a final response within 30 working days of receipt.
0 concerns were dealt with under regulation 26 (cases that do not involve liability) and all received an interim response during the quarter.
3. Themes, trends and key issues emerging from concerns
The practice received 20 complaints during the reporting period, with the majority resolved promptly through explanation, reassurance, or immediate corrective action. The main themes included communication and interpersonal issues with clinicians, concerns about clinical assessments or treatment decisions, delays in accessing care or follow‑up, reception‑related dissatisfaction, administrative record inaccuracies, and one accessibility concern. All cases were acknowledged in line with policy, most were resolved at first contact without the need for escalation, and several led directly to service improvements—such as reinforcing staff communication standards, reviewing clinical processes, and enhancing accessibility, including the installation of a doorbell and door‑holding mechanism for podiatry access. Overall, no systemic issues were identified, and learning from each case has been shared with relevant teams to support ongoing quality improvement.
Conclusion
The GPs and staff welcome the opportunity to further improve services within the resources available.
No specific priorities for improvement are outstanding. However the GPs and staff at Meddygfa Emlyn are committed to providing the best possible care to all patients and welcomes feedback from anyone who accesses our services.
It should also be noted that during the same period 81 written compliments were sent by patients to Meddygfa Emlyn for the care and support they had received.
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