Raising a Concern/Complaints procedure at Clifton Surgery

Complaints procedure at Clifton Surgery

At Clifton Surgery, we always aim to deliver the highest standard of care. However, there may occasionally be times where you feel things have not gone as they should. This information explains how you can raise a concern or make a complaint under the 'Putting Things Right' complaints framework of NHS Wales.

1. Raising a Concern Informally

If you have a concern or are unhappy with any aspect of your care, we encourage you to raise it as soon as possible — preferably with the staff member involved or the practice manager or Deputy. Often these issues can be resolved promptly and informally.

2. Formal Complaint Procedure

If you would prefer not to raise the concern informally or if the matter remains unresolved, you can make a formal complaint. Here’s how:

• Use our Complaints Form see below attachment or contact us via email/letter.
• All complaints will be treated in confidence, with your consent obtained where required (e.g., if you are complaining on behalf of someone else).

3. What to Do

Please send your completed form, email or letter to:

Practice Manager
Georgina McCafferty
Clifton Surgery, 151-155 Newport Road, Cardiff CF24 1AG
complaints.w97060@wales.nhs.uk
02920494539

Alternatively, you may raise a concern directly with the Cardiff and Vale University Health Board (C&V UHB) Concerns Team:

Concerns Team – C&V UHB
Telephone: 029 218 36318 (Office hours)
Email: concerns@wales.nhs.uk
Postal Address: Chief Executive, Cardiff and Vale University Health Board, Maes y Coed Road, Llanishen, Cardiff CF14 4HH.

4. What Happens Next?

• We will acknowledge your complaint within 2 working days of receipt.
• We aim to provide a full written response within 30 working days of acknowledgement. If further time is required (e.g., for more complex investigation), we will keep you informed.
• We will offer you the opportunity to meet or talk with relevant staff if you wish.
 

5. If You’re Not Satisfied

If you remain dissatisfied after we respond, you may contact the Public Services Ombudsman for Wales (PSOW):

Address: 1 Ffordd yr Hen Cae, Pencoed, CF35 5LJ

Telephone: 0300 790 0203

Email: ask@ombudsman.wales
Website: www.ombudsman.wales