Raising a Concern
Raising a Concern
We are committed to providing safe, high-quality, compassionate care. If you are unhappy with any aspect of the care or service you receive, we want to know. Your feedback helps us put things right and improve our services.
We follow the NHS Wales ‘Listening to People’ process for managing concerns and complaints.
What you should do if you have a concern
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. Complaints can be made either orally or in writing (using the attached form or e-mailing concerns.w97034@wales.nhs.uk ) to the Practice Manager, Danielle Plowright or the Office Manager, Michelle Brewerton.
Raising a concern on behalf of another person
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.
Do you need help raising a concern?
Llais is the national independent body set up to give the people of Wales a stronger voice in their health and social care services. If you need help to raise a concern, they provide a complaints advocacy service.
Your local Llais team can be contacted on 02920 750 112 or cardiffandvaleenquiries@llaiscymru.org
What Will Happen Next?
Acknowledgement and Listening
- We will acknowledge your concern within 5 working days
- We will offer you a listening discussion by phone, video or face to face
Early Resolution (Stage 1)
- We aim to resolve concerns quickly wherever possible
- This is usually completed within 10 working days
- Outcomes will be confirmed in writing
Investigation (Stage 2)
- If needed, your concern will be investigated fairly
- You will receive a written response covering all issues raised
- We will explain any learning or improvements
If you are unhappy or dissatisfied
If after dealing with the Practice you are still not satisfied with the response, you may refer your concern to the Public Services Ombudsman for Wales.
Telephone: 0300 790 0203
Fax: 01656 641199
E-mail: ask@ombudsman.wales
Write to: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoid, CF35 5LJ
Contact Us
Practice Name: Roath House Surgery
Practice Manager: Danielle Plowright
Telephone: 02920461100
Email: concerns.w97034@wales.nhs.uk