Important: From April 2026, all NHS concerns and complaints are handled under the ‘Listening to People’ approach. This ensures your concerns are heard, understood, and responded to with compassion.
We aim to provide the best possible service to everyone who attends our practice.
We welcome your feedback, whether it is a concern, complaint, compliment, or suggestion. Your experience helps us improve the care we provide
If something has not gone as expected, we will listen and work with you to resolve your concerns as quickly and supportively as possible
Listening to People is the national NHS Wales approach to handling concerns and complaints.
When you raise a concern, you can expect:
- To be listened to and treated with dignity and respect
- Your concerns to be taken seriously
- Clear explanations and honest communication
- Support throughout the process
- Services to learn and improve from you experience
Listening to People - The NHS Wales Complaints, Incidents and Redress Process: People’s Guidance
You may also contact your local Health Board directly if you prefer
Contact Us - Cwm Taf Morgannwg University Health Board
To raise a concern, please contact the Practice Manager/Operations Manager, who will guide you through the process
Paula.jones70@wales.nhs.uk
Natalie.roberts9@wales.nhs.uk
What to expect
- Your concern will be acknowledged within 2 working days
- We will listen carefully and treat you with respect and compassion
- We aim to respond within 30 working days
- If it takes longer, we will keep you updated
NHS Duty of Candour
NHS organisations in Wales have a legal duty to be open and honest when something goes wrong.
- Explain clearly what happened
- Offer an apology where appropriate
- Provide support to those affected
- Investigate and learn from incidents
- Take action to prevent recurrence
The Duty of Candour Procedure (Wales) Regulations 2023
Getting Help with Your Concern
If you would like support, Llais can help
Llais provides free, independent advice and advocacy.
Advocacy Service
Llais Cardiff, Pro Copy Business Centre (Rear), Parc Ty Glas, Llanishen, Cardiff CF14 5DU
Tel: 02920750112
Email: cardiffandvaleenquiries@llaiscymru.org
Public Services Ombudsman for Wales
If you are not satisfied after your complaint has been investigated, you can contact the Ombudsman.
Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
Tel: 03007900203
Email: ask@ombudsman.wales