Raising a Concern

Complaints in the NHS

Our aim is to provide the very best care and treatment we can and it is important that we hear about patient's comments and learn from people's experiences - good or bad.

The Concerns Procedure is designed to ensure that when there is a problem, everything possible is done to resolve it speedily and effectively.

What you should do if you have a concern

You can raise the matter with a member of staff who will try to resolve it immediately
If you prefer to deal with someone in the Practice not directly involved, please write to Adele Robins, Practice Manager at our address or email adele.robins@wales.nhs.uk .

What the Practice will do

Acknowledge your written concern within two working days, if the matter cannot be satisfactorily resolved immediately
Ensure the matter is thoroughly investigated and aim to provide you with a full response within 30 working days. We will keep you informed of progress if for any reason this timescale cannot be met
Provide a response which includes an explanation, an apology, if appropriate, and tells you what action we are taking or have taken to help prevent any similar problems in the future. We will also offer you the opportunity to meet with the doctor if requested

Should you not wish to deal with the practice you are within your right to contact

Patient Support Services

If you would rather not have the Practice look into your concern, you can contact a member of the Cardiff and Vale University Health Board's Patient Concerns Team. You can contact them:

Telephone: 02920 744095

Write to: Concerns Manager at Cardiff and Vale University Health Board, University Hospital of Wales (UHW), Heath Park, Cardiff, CF14 4XW

Please contact the Concerns Team with full details of your concern. However, please note, after reviewing your concern they may feel that it is best dealt with by the Practice. If you need help telling them about your concern, please let them know, or contact your local Community Health Council (CHC).

Community Health Council (CHC)

The CHC provides a FREE and independent advocacy service which is able to help patients or the people acting for them to raise a concern. The CHC officers can advise you, help you in putting your concern in writing and provide support during the procedure.

The contact details for the CHC are:

Telephone: 02920 750112

Address: South Glamorgan Community Health Council, Pro-Copy Business Centre (Rear), Parc Tŷ Glas, Llanishen, Cardiff, CF14 5DU

If you are still unhappy or dissatisfied

If after dealing with the Practice or the Concerns team you are still not satisfied with the response, you may refer your concern to the Public Services Ombudsman for Wales.

Telephone: 0300 790 0203

EMAIL

Website: https://www.ombudsman.wales/

Write to: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoid, CF35 5LJ

CONCLUSION

We would appreciate knowing when things have gone wrong so that we can resolve these as quickly as we can. We use these concerns to improve any services that we have and they are used as a learning tool.