Feedback, Concerns and Complaints (Listening to People)

Feedback, Concerns and Complaints (Listening to People)

We are committed to providing high-quality care and value your feedback. If you have any concerns about the service you have received, we encourage you to speak to us so we can listen, learn, and improve.

What we will do

• Acknowledge your concern within 3 working days, where the issue cannot be resolved immediately.
• Listen carefully and investigate your concern thoroughly.
• Provide a written response within 30 working days. If we are unable to meet this timescale, we will keep you informed and provide a revised response date.
• Provide a clear explanation and outline any actions we will take to improve our services.

If you feel your concern has not been resolved, you are welcome to contact us again or escalate your concern as outlined below.

If you remain dissatisfied, you may contact:

Cardiff and Vale University Health Board

Telephone: 029 2183 6318

(Monday to Friday, 9am–5pm)

Email: concerns@wales.nhs.uk

^{Llais (Independent support and advocacy)}

Telephone:  02920750112

Website: Llais Wales

Public Services Ombudsman for Wales

Telephone:

Website: www.ombudsman-wales.org.uk

Raising a Concern on Behalf of Someone Else

If you are raising a concern on behalf of another patient (for example, a relative, friend, or carer), we will require the patient’s written consent before we can proceed.

If your concern relates to the handling of your personal information, confidentiality, access to records or other data protection matters, it will be managed in accordance with the Practice's Data Protection Complaints Procedure. Further information can be found within our Privacy Information page.

Further Information

Further guidance is available in the Listening to People documents below.

More information can be found in the documents below