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As you are all aware the current COVID-19 poses one of the greatest challenges that society has faced in recent times, and we have all had to make changes to our daily lives to ensure that we work together to protect the most vulnerable members of society.  At the Practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible to ensure that the NHS can keep working in an effective manner and can continue to provide the best level of care possible.

As such, during the current period of emergency measures many routine services will be subject to short notice change and many administrative tasks will be streamlined to ensure that we focus more of our time and resources on the delivery of care to those that need it the most.

As part of this streamlining of administration tasks, the Practice will be changing its complaints procedures, during this period of crisis. As of the 18th March 2020, we will now be reviewing only written complaints and this will be on a weekly basis at our Practice Clinical Meeting, to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to our Practice can be immediately implemented:

  • Immediate risks to patients or staff;
  • Actual harm to patient or “near miss” incident of high severity;
  • Urgent safeguarding concerns;
  • Criminal actions.

Should your complaint not fall into these categories, then your written complaint will be dealt with when we have capacity to do so, and unfortunately at this time, the timeframe for this is uncertain. We appreciate your understanding whilst our Practice is dealing with unprecedented demand.

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Llanedeyrn HC: 029 2073 1671    Llanrumney HC: 029 2079 2661

Important Changes to eConsultPlease read the following information carefully.

Due to the increase in demand for appointments, we are now needing to cap the amount of eConsults we can safely receive and action. On a daily basis, when we have reached capacity we will be reverting to emergencies only.

During these times, if your problem is not urgent, please consider visiting your local community pharmacist for minor ailments or contacting NHS 111 Wales for health advice.

For up to date practice information and advice please consider downloading the My Surgery App.