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.

The Surgery will be closed from 12.30pm on Wednesday 22nd November for Training.

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

Complaints Procedure

Customer service form

If you have a complaint or 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 complaints procedure as part of the NHS system for dealing with complaints.

Our complaints system meets national criteria.

How To Make A Complaint

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days, or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within six months of the incident that caused the problem; or within six months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to Mrs Rhian Floyd,  Practice Manager, or any of the doctors. Alternatively, you may ask for an appointment with Mrs Hold in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What We Shall Do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within 10 working days of the date you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong.
  • 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 make sure the problem does not happen again.

Complaining On Behalf Of Someone Else

gp_and_student

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A letter of authority signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. This and additional information is available upon request in leaflet format if required.

Complaining To The Health Authority

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the Local Health Authority if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You should contact:

      Complaints Officer
      Cardiff & Vale UHB
      Concerns Department
      Whitchurch Hospital
      Park Road
      Whitchurch
      CARDIFF
      CF14 7XB

 

You may also like to contact the Community Health Council for help – their address and telephone number are as follows:

      Vale of Glamorgan
Community Health Council
2 Stanwell Road
Penarth
CF64 2AA
Tel: 029 2035 0611 
 

In addition, the Community Health Council can offer an advocacy service.