We want to provide the best possible care and service. If you have a concern, complaint, suggestion or compliment, we welcome the opportunity to hear from you. Your feedback helps us learn and improve.

How to raise a concern

Most issues can be resolved quickly by speaking to a member of the team. If you feel comfortable, please raise the matter informally with the person involved.

If you would prefer to make a formal concern or complaint, please contact our Practice Manager, Nicola Griffiths, using our Online Concerns Form. This is the quickest and most efficient way to contact us, and your submission is sent to the Practice Manager automatically.

If you are unable to use the online form, we also accept concerns by email or in writing (click here to download the Concerns Form). You can email us at: generaladmin.llanishen@wales.nhs.uk

What happens next

We follow the NHS Wales Listening to People approach when handling concerns.

• We will acknowledge your concern within 5 working days
• We will offer a listening discussion to understand what happened and what matters to you
• Where an early resolution is not possible, we will carry out an investigation and provide a full written response
• We will explain what we have found and any actions we are taking to improve our service

Download our Procedure for Dealing with Concerns

Social media

We kindly ask patients not to raise concerns or share personal experiences about their care on social media. These platforms are not secure, are not routinely monitored, and do not allow us to address issues safely or confidentially. Sharing information publicly may risk breaches of privacy under UK GDPR. If you have any concerns about your care, please contact the practice directly so we can respond promptly, appropriately, and in line with guidance from the General Medical Council.

If you prefer not to raise your concern with the practice. You can contact:

Cardiff & Vale University Health Board
Tel: 02921 836318

or the independent advocacy service:

Llais (formerly Community Health Council)
Welsh Government Buildings
Cathays Park
Cardiff CF10 3NQ
Tel: 02920 235558

Out of Hours services

If your concern relates to the GP Out of Hours service, please contact:

Cardiff and Vale University Local Health Board HQ
University Hospital of Wales
Heath Park
Cardiff
CF14 4XW
Tel: 02921 836318

We are committed to listening, learning and improving. Thank you for helping us provide the best possible care.