Suggestions and Complaints

The City Surgery welcomes patients? suggestions on how we may improve the service we offer.

Each year we survey our patients to ensure that we continue to offer the highest standard of service and endeavour to improve our services.

Practice Complaints Procedure

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.

If your problem cannot be sorted out in this way and you wish to make a complaint, please contact the surgery, as soon as possible, and ask to speak to the Complaints Manager. Alternatively, you may write to our Practice Manager who will take full details of your complaint and decide how best to undertake the investigation.

We think it is important to deal with complaints swiftly so you will normally be offered an appointment for a meeting to discuss matters within ten working days. Occasionally, if we have to make a lot of enquiries, it might take a little longer, but we will keep you informed. We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that, at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.

Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by that patient in person.

We hope you will use this procedure to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. Our practice procedure is not able to deal with questions of legal liability or compensation.

If you use this procedure it will not affect your right to complain to Cardiff Local Health Board. The appropriate contact address is; Mr Ceri Chaplin, Complaints Manager, Business Services Centre, 4th Floor Churchill House, Churchill Way, Cardiff CF10 2TW.

You may also wish to contact Cardiff Community Health Council for advocacy; Cardiff Community Health Council, Ground Floor, Park House, Greyfriars Road, Cardiff CF10 3AF. Telephone Number: 029 2037 6826.