Raising a Concern
Concerns, Suggestions and Compliments
Listening to People – NHS Wales
At Cyncoed Medical Centre, we are committed to providing a high standard of care to all our patients. We welcome feedback about our services and take all concerns and complaints seriously.
If you are unhappy with any aspect of the care or service you have received, please let us know. We aim to resolve concerns fairly, promptly and compassionately, and use patient feedback to improve our services.
Our complaints procedure follows the NHS Wales Listening to People process, introduced on 1st April 2026.
How to Raise a Concern or Complaint
We encourage patients to contact the practice directly so that we have an opportunity to address their concerns.
You can raise a concern or complaint in person, by telephone, in writing or by email.
Practice Manager: Sarah Thomas
Email: enquiries.w97010@wales.nhs.uk
Concerns Form: Download our Complaints, Concerns and Feedback Form
Completed forms can be emailed or posted to the practice.
You do not have to complete a form or raise your concern in writing. We can also provide assistance if you need help making a complaint.
What Happens Next?
We will:
- Listen to your concerns and treat you with dignity and respect.
- Acknowledge your complaint within the applicable NHS Wales timescale.
- Offer an opportunity to discuss your concerns and explore how they may be resolved.
- Investigate formally where appropriate.
- Explain our findings and any actions taken.
- Keep you informed if further time is required.
We aim to resolve concerns as quickly as possible, following the timescales and requirements of the NHS Wales Listening to People procedure.
Making a complaint will not adversely affect the care or treatment you receive.
Independent Advice and Support – Llais
If you need independent help or support in raising a concern, you can contact Llais, the independent citizen voice body for health and social care in Wales.
Llais provides free, confidential and independent complaints advocacy.
Llais – Cardiff and Vale
Telephone: 02920 750112
Email: cardiffandvaleenquiries@llaiscymru.org
Website: www.llaiswales.org
You may contact Llais at any stage of the complaints process.
If You Remain Dissatisfied
If you are unhappy with the outcome of your complaint, you may contact the Public Services Ombudsman for Wales, who can consider complaints about NHS services.
Website: www.ombudsman.wales
Telephone: 0300 790 0203
Complaints on Social Media
To protect patient confidentiality, the practice does not discuss individual complaints or clinical matters on social media platforms.
We encourage patients to contact the practice directly using the details above so that concerns can be appropriately investigated and addressed.
Our Commitment
We value all patient feedback and are committed to learning from concerns and complaints to continually improve the quality and safety of our services.
Website reviewed: 13 October 2026