Skip to main content

Concerns & Complaints

Compliments, Concerns and Complaints

Listening to People

The NHS in Wales aims to provide the very best care and treatment, but sometimes things may not go as well as expected. When that happens, you should raise your concerns with the staff involved with your care or treatment so that they can look at what may have gone wrong and try to make it better. In NHS Wales, this is done through a process known as Listening to People.

What is the Listening to People process?

Listening to People is the national approach for handling complaints, incidents and redress in NHS Wales. It aims to make it easy for you to share your experiences, ensuring you are treated with dignity, fairness, compassion and respect at every step.

 

Listening to People: Talk to Us

At The Practice of Health, we are committed to delivering high‑quality care and services. We welcome your feedback, whether it is a compliment, concern, or complaint. Listening to your experiences helps us learn and improve the care we provide.

Your Right to Raise a Concern or Complaint

Every patient has the right to raise a concern or make a complaint about the treatment or care they have received. We recognise that things may not always go as planned, and we value the opportunity to put things right.

Who to Contact

Most concerns can be resolved quickly and informally.

  • Please speak to any member of our practice team, who are trained to handle concerns sensitively and appropriately.
  • Alternatively, you may ask to speak to our Complaints Manager: Cleona Jones, Practice Manager, The Practice of Health

If You Prefer Not to Contact the Practice

If, for any reason, you do not wish to speak to a member of our staff, you can ask the Local Health Board to investigate your complaint. They will contact us on your behalf.

Cardiff and Vale University Health Board
Telephone: 02920 747747
Email: Cav.primarycare@wales.nhs.uk

How to Make a Complaint

You can make a complaint verbally or in writing.

Timeframe for Making a Complaint

Complaints should usually be raised within:

  • 12 months of the incident, or
  • 12 months from when you became aware of the issue you wish to complain about

Confidentiality

All complaints are handled with the utmost confidentiality. Information relating to complaints is stored separately from your medical records and only shared with those involved in reviewing and resolving the issue.

Stage 1 – Early Resolution

A member of staff or the Complaints Manager will offer:

  • A listening discussion
  • Advocacy and language support, if required

We will aim to resolve concerns promptly by:

  • Explaining what happened
  • Offering an apology where appropriate

Stage 2 – Investigation

If we are unable to resolve your complaint at Stage 1, we will:

  • Investigate what happened
  • Provide a clear written response
  • Explain any learning and improvements made as a result

All investigations are carried out in line with current legislation and NHS Wales guidance.

Third‑Party Complaints

A complaint can be made on behalf of a patient by a third party. The patient must provide written consent. A third‑party complaints form is available from reception.

 

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 either by telephone, or by completing the Concerns Form; this can be either posted to the practice or emailed to Data.W97611@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.

 

Important Links

Easy Read A guide to making complaints about NHS services in Wales

Peoples Guidance Listening to People - The NHS Wales Complaints, Incidents and Redress Process: People’s Guidance

Share: