Concerns, complaints or compliments

Making a concern, complaint or compliment

If you wish to make a concern, complaint or compliment to the practice, please do so in writing by writing to:

The Partners & Manager
Ruabon Medical Centre
High Street
Ruabon
Wrexham
LL14 6NH

Email: Enquiries.W91043@wales.nhs.uk

Complaints Form Download

Our Complaints Form can be downloaded here »

Following a concern or complaint

We will look to contact you to acknowledge receipt of your concern, complaint or compliment within 2 working days.  We will then take up to 28 days to carry out a full investigation and will notify you of a meeting and/or response within this time period where possible.  If we need further time we shall keep you fully updated and informed.  We welcome all feedback as it enables us to identify areas of improvement to implement changes and pathways.  We also value compliments and positive feedback as our team work hard to provide the best possible service of care to our service users and we tend to hear about the negatives too often without the positives.  This is so important to us.  We strive to continuously monitor and look to improve to adapt to changes.

Further actions following a concern or complaint

Should you feel you do not wish to discuss anything further with the Partner & Manager or that you are not happy with our response and actions and you wish to take the matter further, here are the details of how to make a formal complaint and who and where to address it to:

Complaints & Concerns
Betsi Cadwaladr University Health Board
Ysbyty Gwynedd
Penrhos Road
Penrhosgarnedd
Bangor
LL57 2PW

Email:  BCU.ComplaintsTeam@wales.nhs.uk

We always prefer to speak to service users/patients when we can to prevent a written concern or complaint to see if we can deal with any issues and problems before they escalate.  Please always ask if the Manager is free as we are more than happy to try and accommodate this request where at all possible.  Thank you.