Complaints policy

What should you do if  you want to complain about any aspect of care you have received by the practice.

The NHS Wales operates an independent process for raising concerns and complaints called ‘Putting Things Right’ More information on the ‘Putting Things Right’ process can be found here.

Under the Putting Things Right process, you can complain about any aspect of the services provided by our GP practice to Cardiff and Vale University Health Board at the following address.

Cardiff and Vale UHB Concerns Team

Cardiff and Vale University Health Board,

Maes y Coed Road,

Llanishen, Cardiff CF14 4HH

Tel 029 21836318

Email concerns@wales.nhs,uk

We take complaints very seriously and adhere to the NHS Complaints procedure.

If you are not happy with the service provided then please raise it with the Practice Manager / Coordinator at the Main Surgery by telephone, writing or in person within 12  months of the incident or problem occurring. Alternatively, if you do not wish to give your name and address, please use the suggestion box in Reception. Every effort will be made to answer your concerns as soon as possible.

What we will do

We will acknowledge your complaint within 2 working days and aim to have looked at the complaint within 20 working days of the date when you raised it with us. We will then be in a position to offer you an explanation. If the Practice cannot reply to you in this time, we will explain why and let you know when to expect a response.                                                                                                 

When we look into your complaint we will aim to:

• Find out what happened and what went wrong.
• Make it possible for you to discuss the problem with those concerned if you would like this.
• Make sure you receive an apology where this is appropriate.
• Identify what we can do to make sure the problem does not happen again.

If you remain dissatisfied you may wish to contact Llais; an independent body which provides free and confidential complaints advocacy and support.

Please note that we keep strictly to the rule of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing it.