Practice Complaints Procedure

If you have a complaint about the service you have received from the doctor or any staff working in this practice, please let us know.  We operate a practice complaints procedure as part of a National Health Service system for dealing with complaints.

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, we would like you to let us know as soon as possible – ideally within a matter of days or at the most a few weeks.  This will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of you complaint within 6 months of the incident that caused the problem or within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

Complaints should be addressed to Christine Read, Practice Manager. Alternatively, you may ask for an appointment with Mrs Read, 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 specific as possible about your complaint.


What we will do 

We will acknowledge your complaint within 2 working days and aim to have looked at the complaint within 20 working days of the date when you raised it with us.  We will then be in a position to offer you an explanation. When we look into your complaint we will 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. 

If you remain dissatisfied you may apply for an independent review of your complaint.  The complaints manager at the Business Centre will be able to give you more information about this.


Complaining on behalf of someone else

Please note that we keep strictly to the rule of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing it.


Complaining to Cardiff Local Health Board 

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 also an opportunity to improve our practice. This does not however, affect your right to approach the Local Health Board if:

You feel you cannot raise your complaint with us


You are dissatisfied with the result of our investigation 

In such circumstances you should contact:

The Complaints Manager

Cardiff Business Service Centre

Churchill House

Churchill Way


CF10 2TW

Telephone: 029 2040 2402

Fax 029 2040 2403

For further advice you may wish to contact the Community Health Council for free help and advice.  Their details are:

Cardiff Community Health Council

Ground floor, Park House

Greyfriars Road. Cardiff

Telephone 029 2037 7407

Fax 029 2066 5470

  • Dr Kay Saunders & Partners

    Butetown Health Centre
    Loudoun Square
    CF10 5UZ
    Tel: 029 20 483 126
    Fax: 029 20 471 879

  • General Practitioners

    Dr Kay Saunders
    Dr Jane Fenton-May
    Dr Jill Davies
    Dr Maria Johnson
    Dr Kamila Hawthorne

  • Practice Nurses

    Sister Jacqueline Haines
    Sister Valmai McDonald

  • Practice Manager

    Christine Read