Raising a Concern (Listening and Speaking Up)

Raising a Concern (Listening and Speaking Up)

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 Would Like to Escalate Your Concern You can contact:

Cardiff and Vale University Health Board

Telephone: 029 2183 6318 (Monday to Friday, 9am–5pm)

Email: concerns@wales.nhs.uk

Community Health Councils in Wales (Independent support and advocacy)

Telephone: 02920 235558

Website: www.communityhealthcouncils.org.uk

Public Services Ombudsman for Wales

Telephone: 0300 790 0203

Website: www.ombudsman-wales.org.uk

Acting 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.

Further Information

Further guidance is available in the Putting Things Right leaflets.