We welcome feedback

We welcome feedback

We very much welcome your comments. Your ideas help us to improve the service we provide.

We aim to give you the best possible service but there may be times when you feel this has not happened. If you have a complaint about the services we provide:

1. Please speak with the Wellbeing Service Manager Sid Kennedy in the first instance.

2. If your complaint is not resolved at this level please either write or make an appointment to see Sharon Jones Director of Student Services, University of South Wales, Pontypridd, CF37 1DL,

3. If you are still unhappy and wish to take your complaint further the public body to whom all nurses are responsible is The Nursing and Midwifery Council (NMC ) 23 Portland Place, London W1B 1PZ 020 7637 7181

4. If your complaint is against one of the visiting nurses or doctors please follow points 1 and 2 above in the first instance. If your complaint is not resolved at this level we will put you in touch with the relevant Practice /NHS Trust who will have their own complaints procedures

We try to deal quickly with any problems that may occur.

Please refer to our Health Centre contact web page for opening hours and phone/fax details.

The feedback / comments below have been taken from the following two sources: anonymously returned evaluation forms from the annual University Health service survey and from the GP Surgery annual survey, students are contacted direct by email asking for feedback

Actions taken as a result of feedback:

  • “It is difficult registering with a doctor in Cardiff”.*

Action: please check the website NHS Wales for your closest GP Surgery in Cardiff. You will need your postcode in Cardiff to be able to do this

Response to other comments/suggestions for improvement:

“Doctors should be available daily from 9am to 5/6 pm”
if you need to see a GP outside of the times available on campus please contact the main surgery. Most GP surgeries now offer Doctors appointments early in the mornings or early evenings

“The service is satisfactory, but I was thinking that some drugs should be available for students especially international students free of charge”
Prescription medication is free in Wales but we are all as UK residents expected to buy medication for minor ailments from pharmacies.

“Contraceptive and GUM clinic here (Treforest campus)”
In Pontypridd contraceptive and sexual health resources are now combined into an open access walk in service on three days a week in Dewi Sant Hospital.

“GP registration times, if possible, to be extended to 16.00. As my case was just postponed due to lateness after 14.30”
You no longer need an appointment to Register at the University Health Service. Just call in to the Health Centre and pick up a registration form and return when you have completed it. Please make sure you sign forms where required otherwise the registration will not be excepted . At the start of the new academic year we arrange a number of registrations drop in sessions at the student Hub.

“The service is a bit delayed as I had to wait beyond my appointment time”
Sometimes this happens due to the nature of how GP services operate. Sometimes the doctor has to cope with emergencies which can arise during their clinics. Also some people who have booked appointments take longer than their allocated time

“Make the place bigger”
The Health Service is currently in the process of relocating to a new premises . Information regarding this will be announced early in 2018

“House visits?”
GPs undertake home visits only when absolutely necessary for those people who are too elderly or unwell or to be able to get to the surgery to be seen. This maximises on use of GP time. If you feel you need a house visit contact your GP Surgery direct

“A 24hr service as students always find ways of injuring themselves etc”
A 24 hour service is available in Accident and Emergency Units (A&E ) for this purpose. Alternatively you can contact NHS Direct Wales for advice 0845 46 47

“I find it very annoying if I have a small problem and have to wait a week to see a doctor”
The University Health Service offers regular appointments via Unilife . In addition there are Bookable on the day appointments available after 9am on the day . These are bookable again via unilife . Alternatively contact the main surgery in Pontypridd if you are registered with the on campus GP

Positive Comments:

“The service I received was amazing. I was made to feel totally comfortable and was well informed”.

“I made frequent visits because of a long-term illness and the health centre staff could not be more helpful. Well done on providing such a valuable service”.

“Good advice received and I was seen quickly”.

“Thanks for fair services, specifically international students”.

“Excellent service”.

“The receptionist and doctors are all very pleasant and make the whole experience less nerve racking”.

“Nurse was very helpful, friendly and kind”.

“Receptionist and nurse are very kind and I enjoy their service”.

“Very useful to have information sheets given on treatments and services”.

“Happy with everything”.

“Brilliant, very helpful”.

“Most helpful staff”.

“Attention is superb as well as support”.


“I am grateful for your help”.

“We have to pay for prescriptions in England but here they are free”.

“Always glad to know you guys are on call”.