Raising Concerns and Complaints
Velindre University NHS Trust always aims to provide the very best care and treatment possible. The Trust includes Velindre Cancer Centre and the Welsh Blood Service, so the following information can be relevant to patients, donors, their families and members of the public.
At times, your experience of our service might not be as good as expected. If you are unhappy with the care you have been provided, we would encourage you to raise your concern as soon as possible, preferably with the senior staff on duty at the time the incident or issue took place.
Alternatively, you can complete the Putting Things Right Form below.
Or you can download the form and forward it to the Concerns Team by email at: handlingconcernsvelindre@wales.nhs.uk or by post to the address below.
You are also welcome to contact our Concerns Team who will discuss your concern with you and pass it to the relevant department. The concerns team are available Monday to Friday 8:30am-4:30pm and can be contacted by telephone on 02920 196161, or if preferred via email, or by letter at:
Executive Director of Nursing, Allied Health Professionals and Health Sciences
Trust Headquarters
2 Charnwood Court
Heol Billingsley
Parc Nantgarw
Cardiff
CF15 7QZ
What happens when you submit a complaint?
You may submit a complaint on behalf of someone else, however, the Trust will have to ask for consent/ permission from the person involved (if they are aged over 18 and have capacity) to investigate the issues raised.
We would encourage you to contact the complaints team in the first instance to try and achieve a timely and informal resolution to your concerns. If you are not happy with the informal course of action, then you will still be able to submit a formal complaint.
You will receive an acknowledgement letter within two working days in response to your formal complaint. This letter will provide you with contact details of the complaints co-ordinator who will process your complaint. If you have any questions, queries or additional needs feel free to contact this individual.
Our aim is to provide you with a written response to your complaint within 30 working days, however, if a more in-depth investigation is required the Trust can take up to six months to complete.
On occasions we may ask you if you wish to meet with members of the clinical team who will discuss your complaint with you, this can be prior to, during or following our investigation.
We place great importance upon any feedback that we receive and the way in which we manage and investigate concerns you might have and work hard to ensure that any learning that is identified is used to improve our service provision in the future.
Useful links
If you need any help or assistance to tell us about your concern, please let us know, additionally further support and advocacy services are available from Llais (Your Voice in Health and Social Care) and can be accessed via the link below.
More
- Public Services Ombudsman for Wales
- Information Commissioner’s Office
- How to raise a complaint or concern about your NHS care or treatment (BSL version)