Providing Feedback/Raising a Concern
If you would like to provide feedback or have a concern about the service you have received from the Doctors, or any of the team working at West Quay Medical Centre, please let us know as soon as possible, by either talking directly to the person involved, or asking to speak to the Reception Manager or the Practice Manager.
- Listen to your comments and concerns
- Consider feedback and take appropriate action
- Try and resolve any concerns as quickly as possible
- Put you in contact with the right person to help you further.
We hope that most problems can be resolved easily and quickly. If your problem cannot be resolved in this way and you wish to make a formal complaint, it should be addressed to:
West Quay Medical Centre
Tel: 01446 722792
We will acknowledge your complaint within two working days and aim to have responded within 30 working days. When we look into your complaint, we aim to:
- Find out what happened and why
- Make it possible for you to discuss the problem with those concerned (if you would like this)
- Make sure you receive an apology (where this is appropriate)
- Identify what we can do to learn from the event and make sure the problem does not happen again.
We take confidentiality seriously, and it is important for you to know that in order to investigate your concern we may need to access your medical records. If you are not happy with this, then you must inform us immediately. Please be assured that only people immediately dealing with the investigation will be able to look at your notes.
Complaining On Behalf Of Someone Else
If you wish to raise a concern or complaint on behalf of a relative or friend, we will listen but we would not be able to share any clinical information with you unless we have the patient’s consent (if they have capacity).
Complaining to the Health Board
If you feel you cannot raise your complaint with us, or if you are dissatisfied with the result of our response. You can contact:
Cardiff and Vale University Health Board Concerns Team
Tel: 029 2074 4095 or 029 2074 3301
Cardiff and Vale University Health Board Headquarters
University Hospital of Wales (UHW)
You can also contact the Public Services Ombudsman if you are not satisfied with our investigation
Tel: 0845 601 0987
Advice and Support
If you wish to speak with someone independent of the Practice, or if you would like support with processing your concern/complaint, you may wish to speak with Cardiff and Vale Community Health Council, who act as the patient watchdog and can guide you through the complaints process.
Tel: 029 20 750112
Community Health Council Offices
Pro-Copy Business Centre (Rear)
Parc Tŷ Glas