Concerns
Concerns
We strive as a team to provide the best care for all our patients. We operate a practice complaints procedure and follow the NHS “Listening to People” approach and focuses on early resolution, openness and clear communication.
If you have a complaint, please contact the Practice Manager, either by letter, telephone or email ([email protected]). All complaints will be acknowledged within 5 working days. The acknowledgment will explain he next steps and confirm how we will stay in contact with you.
All comments are considered and discussed at our regular team meetings. If you are not satisfied with our explanation, you may wish to contact the Complaints Manager at Cardiff and Vale Local Health Board as follows: –
The Concerns Office is open between the hours of 8am to 4pm Monday to Thursday an 8am to 3pm Friday. Please call on telephone number in office hours if you wish to speak with a member of the Complaints Team.
- 029 218 36318
Or you can email – CAV[email protected]
Or write to – The Chief Executive, Cardiff and Vale University Health Board, Woodland House Maes y Coed Road, Llanishen, Cardiff , CF14 4HH
Or visit their Website to fill in the dedicated complaints form: http://cavuhb.nhs.wales/files/concerns-complaints-and-compliments/concerns-form-manylion-am-y-pryder-doc/
Support available
Llais is an independent body which provides free and confidential complaints advocacy and support.
Llais
Third floor
33-35 Cathedral Road,
Cardiff
CF11 9HB
Telephone: 02920 235558
Email: [email protected]
You may also contact The Public Service Ombudsman for Wales
The Ombudsman can accept complaints through the website, by e-mail, in writing, or over the telephone.
The Ombudsman’s contact details are:
Telephone: 0300 790 0203
Email: [email protected]
Website: www.ombudsman.wales
Address: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ.
Please be aware that if you wish to approach the Ombudsman with a complaint, you should do so promptly. The Ombudsman is able to consider complaints made to them within one year of the matters complained about (or within one year of the complainant becoming aware of them). If your complaint is about something that happened more than a year ago, but you complained to the Practice within one year, you should complain to the Ombudsman, if you wish to, within twelve weeks of this response.
The Ombudsman will determine on a case by case basis whether to consider a complaint, but she will not generally consider a complaint about something that happened more than a year ago, unless the complaint to the Practice was made within a year and the complaint is referred to the Ombudsman within twelve weeks of this response.
Suggestions
We value feedback on all areas of our Practice. Please feel free to send any suggestions for the attention of the Practice Manager.
Contact Details for Cardiff and Vale Health Board
Cardiff and Vale University Health Board is party to the NHS contract held by this practice. Further details of primary medical services in this area may be obtained from them at the following address.
Cardiff and Vale University Health Board, Woodland House, Maes-y-Coed Road, Cardiff CF14 4HH – Telephone 02921845965
If you have any problems with the Out of Hours Service, please let us know and we will pass your complaint on to the appropriate person(s).
Information on treatment of common illnesses and accidents can be accessed via the Patient UK website.
