The surgery will be closed from 12:30pm on Wednesday 25th April for training.

Occasionally the Surgery will be closed on a Wednesday afternoon from 12:30pm for Clinical Training to take place.  If you call during these times your call will be diverted to the Out of Hours service.

When the practice is closed please call the Out of Hours Service on 01446 729562 for urgent medical attention.

Call 999 in an emergency. Chest pains and / or shortness of breath constitute an emergency


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We are pleased to announce that Nuffield Healthcare will now be offering private consulting rooms and physiotherapy facilities within the Health Centre (please see our Clinics & Services)


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You can now use the internet to book appointments and request repeat prescriptions on-line


register_now

Please contact your Surgery to register for your on-line account


NOW AVAILABLE


You are now able to order your repeat medication with your on-line account


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  BLOOD PRESSURE MACHINE

bp_meter_readingDid you know that we now have a self-checking Blood Pressure Monitoring Machine which is situated in the waiting area. Please ask at the Front Reception Desk for Assistance.

Complaints Procedure

Putting Things Right leaflet – English
Putting Things Right leaflet – Welsh

Audio Putting Things Right leaflet – English


Audio Putting Things Right leaflet – Welsh

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 Western Vale Family Practice, please let us know as soon as possible, by either talking directly to the person involved, or asking to speak to one of the Senior Receptionists, Reception Manager or the Practice Manager.

We will:

  • 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.

Formal Complaints

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:

Mrs Rhian Floyd, Practice Manager
Tel: 01446 772383
Email: rhian.floyd2@wales.nhs.uk

Postal Address:
Cowbridge Health Centre
The Broad Shoard
Cowbridge
CF71 7DA

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.

 

Medical records
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
Email: concerns@wales.nhs.uk
Website: www.cardiffandvaleuhb.wales.nhs.uk/concerns-complaints

Postal address:

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

You can also contact the Public Services Ombudsman if you are not satisfied with our investigation

Tel: 0845 601 0987
Website: www.ombudsman-wales.org.uk

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
Email: Cavog.chiefofficer@waleschc.org.uk
Website: www.communityhealthcouncils.org.uk

Postal address:
Community Health Council Offices Pro-Copy Business Centre (Rear) Parc TÅ· Glas Llanishen Cardiff CF14 5DU