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Concerns and complaints

If you are unhappy with the treatment or care you are receiving, we would encourage you to raise your concerns as soon as possible, preferably to senior staff on duty at the time of the incident or the appropriate ward, hospital or community manager. Alternatively, please contact a member of the Concerns Department and they will be happy to discuss your concerns with you and pass them on to the relevant department.

The Concerns Office is open between the hours of 9am to 5pm ( Monday to Friday). Please call on the following telephone numbers in office hours if you wish to speak with a member of the Concerns Team.

  • 029 218 36318 
  • 029 218 36319
  • 029 218 36323 
  • 029 218 36340 

You can also fill in our Concerns Form, e mail the team at concerns@wales.nhs.uk or write to us at Chief Executive, Cardiff and Vale University Health Board, Maes y Coed Road, Llanishen, Cardiff CF14 4HH.

 

Other than in exceptional circumstances, a complaint should be made as quickly as possible in relation to the problem arising. If there is a good reason why the complaint cannot be made sooner, it may still be possible to investigate your concerns, as long as no more than a year has passed.

Once the complaint form has been completed you can either send it by email to: concerns@wales.nhs.uk (you will receive an e mail acknowledgement within two working days), or by post to:

 

Chief Executive
Cardiff and Vale University Health Board Headquarters
Woodland House
Maes y Coed Road
Cardiff
CF14 4HH

 

You may submit a complaint on behalf of someone else. However, the Health Board will have to ask for permission/consent from the person involved (if they are aged over 18 and have capacity) to investigate the issues raised.

We would encourage you to contact the Complaints Department in the first instance to try and achieve a timely and informal resolution to your concerns. If you are not happy with any informal course of action, then you will still be able to submit a formal complaint.

You will receive an acknowledgement letter within two working days of receipt of your formal complaint. This letter will provide you with contact details of the Complaints Co-ordinator who is processing your complaint. If you have any questions, please feel free to contact this person.

The aim is for you to receive a written response to your complaint within 30 working days. However, if a more in-depth investigation is required, the Health Board can take up to 6 months to complete its investigation.

In exceptional circumstances an investigation may take longer than 6 months.  On occasions, we may ask you if you wish to meet with members of the clinical team who will discuss your complaint with you. This can be prior to, during or following the investigation.

We place great importance on any feedback we receive and the way in which we manage and investigate concerns you may have. By understanding why our patients have cause to complain, we can improve the quality of care and treatment provided to anyone using our services.

If you would like to provide feedback following raising a concern with us please complete the form below and send in an email to the above address.

Concerns about Doctors, Dentists, Pharmacies and Opticians

If you have a concern about services that you have received from your GPs, dentists, community pharmacists and opticians, these services have their own concerns procedures. Please contact the staff in the relevant practice who will be able to give you details of how to raise a concern with them.

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