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 Manager Nicola Griffiths in writing by completing the Online Concerns Form. This can be either posted to the practice or emailed to generaladmin.llanishen@wales.nhs.uk.

We will acknowledge and investigate your concern and advise you of the findings. We hope this rarely happens and that you are very happy with this Practice.

We are aware that some patients choose to use social media platforms to highlight concerns. Please note, whilst the surgery may have a response, we will not reply in such forums.

If you like to raise a concern, please address it directly to the surgery via the above form. In line with NHS policy, all concerns will be acknowledged in 2 working days and a formal detailed reply will be provided in 30 working days.

If you have a concern about the service you have received from the doctors or any of the staff working in this Practice, please let us know.  We operate a practice Concerns Procedure to reflect the NHS policy of “Putting Things Right" which outlines how concerns or complaints are to be managed.  

1. Are you able to raise the matter with the person concerned by informal discussion?

2. If not the next step is to raise the concern in writing as described above.

3.  If you feel unable to raise your concern with the practice, you may put your concern to the Cardiff & Vale UHB: 02921 836318

4. You could also contact the Community Health Council, known as Llais at; Welsh Government Buildings, Cathays Park, King Edward VII Ave, Cardiff. CF10 3NQ. Tel: 02920 235558. 

5. We will acknowledge your complaint in writing within 2 working days and we aim to have investigated and reported on your complaint within 30 working days. Our acknowledgement letter will include the NHS leaflet “Putting Things Right” as a helpful advice document detailing what you can expect from the NHS when you raise a concern.

6. Comments or complaints about the GP Out of Hours service should be directed to:

Cardiff and Vale University Local Health Board HQ
University Hospital of Wales (UHW)
Heath Park,
Cardiff
CF14 4XW