Raising a Concern

Concerns, Suggestions and Compliments

We welcome the opportunity to discuss any part of our service that is causing you concern, or if you have a specific complaint you wish to raise. The practice has an in-house concerns procedure. 

Please contact the Practice Manager David Shand in writing by completing the Concerns Form. This can be either posted to the practice or emailed to enquiries.w97010@wales.nhs.uk.

We will acknowledge and investigate your concern quickly and advise you of the findings. We hope this rarely happens and that you are very happy with this Practice.

Concerns Form

We are also aware that some patients choose to post criticisms of the surgery services on Social Media platforms. Please note, whilst the surgery may have a response, we will not reply in such forums.

If you like to raise a concern, please address it directly to the surgery via the above form, when it can be properly investigated and addressed. In line with NHS policy, all concerns will be acknowledged in 2 working days and a formal detailed reply will be provided in 21 working days.

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this Practice, or about the service provided by a deputising doctor working on behalf of the Practice, please let us know.  We operate a practice complaints procedure as part of a NHS system for dealing with complaints, which has now been updated to reflect the new NHS policy “Putting Things Right” which outlines how concerns or complaints are to be managed.  

1. Are you able to raise the matter with the person concerned by informal discussion?

2. If not the next step is to raise the concern in writing as described above

3.  If you feel unable to raise your concern with the practice, you may put your concern to either the Local Health Board or to the Community Health Council. The contact details are detailed below for the Health Board, or contact the Community Health Council at; Community Health Council at; Pro Copy Business Centre, Parc Ty Glas, Llanishen Cardiff. CF14 5DU.  Tel: 02920 750112

4. We will acknowledge your complaint in writing within 2 working days and we aim to have investigated and reported on your complaint within 21 working days. Our acknowledgement letter will include the NHS leaflet “Putting Things Right” as a helpful advice document detailing what you can expect from the NHS when you raise a concern.

5. We will then be in a position to offer you an explanation or arrange a meeting with the people involved.  If a meeting is required, occasionally this part of the process might be delayed but we will keep you informed of this throughout. You may bring a friend or relative to any meeting arranged as an advocate. After the meeting we would write to you with an explanation and how we intend to respond to the issues raised.

If we fail to address your concerns after this, then you are advised to send a formal written complaint to; Ms Caroline Frain or Mrs Jackie Evans - Concerns Team, Cardiff & Vale University Health Board, Ward East 4A, Whitchurch Hospital, Park Road, Whitchurch, Cardiff CF14 7XB