This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.
 

Noticeboard

Patient Notice 

Flu Season

Upcoming walk-in Clinics

  • Thursday 18th October (West Quay) - Call in anytime between 13:30 and 16:50
  • Saturday 27th October (West Quay) - Call in anytime between 09:00 and 11:45
  • Wednesday 31st October (West Quay) Children's (2-3 year olds) Halloween party between 13:30 - 16:30
  • Saturday 10th November (West Quay and Rhoose )- Call in anytime between 09:00 and 11:45

See our latest news page for further information! 

Surgery Closure

The surgery will be closed on Wednesday 17/10/2018 from 13:00 for essential staff training.

 

Our phone lines will be open as normal the following day (Thursday 18/10/2018) from 08:00 with the surgery opening at 08:20.

 

Please contact the Out of Hours Team on 01446 729562 should you require urgent medical advice whilst we are closed.

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 West Quay Medical Centre, please let us know as soon as possible, by either talking directly to the person involved, or asking to speak to the 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 Clare Evans, Practice Manager

Postal Address:

West Quay Medical Centre

Hood Road

Barry

CF62 5QN

Tel: 01446 722792

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 Tŷ Glas
Llanishen
Cardiff
CF14 5DU

 

 

 

 

 

 

 

 

 

 
NHS WalesThis site is brought to you by My Surgery Website