We endeavour to provide the best possible standards of care and services to our patients and are always prepared to receive compliments or suggestions in order to improve our service.
Misunderstandings can occur and in many cases it is possible to resolve the issues immediately.
Please see the following information leaflets for further guidance on making complaints, compliments, suggestions and raising concerns.
How to Make Suggestions, Offer Compliments, Raise Concerns or Make Complaints Leaflet
Patient Support Service Leaflet
Complaints or Concerns
If you have a concern or complaint, please raise it immediately with the ward staff, ward manager or departmental manager who will try to resolve it as soon as possible.
If you feel this is not appropriate you can request to speak to the Patient Support Officer either whilst you are in hospital by asking a member of ward staff to make contact, or by calling direct on Telephone: 01978 727237. The Patient Support Officer is usually available between 9.00am and 5.00pm, Monday to Friday.
Our Patient Support Officer may be able to help you by listening to your concerns and will try to resolve them as quickly as possible. Information for patients, relatives and carers can also be provided. Unfortunately, the Patient Support Officer cannot disclose patient details to a third party, unless the patient has given their consent to do this.
In the event that the above guidance has failed to resolve your issue or you are unhappy with the response, please contact our Complaints Manager on Telephone: 01978 725598 or email your comment or complaint here
You may prefer to write to the Chief Executive (contact details are provided below) or alternatively you can contact the Clwyd Community Health Council who can offer independent help and advice.
Clwyd Community Health Council can be contacted at the address below
The provisions we have put in place to handle any concerns or suggestions you raise will help us to learn from your experiences and improve our services.
However, if you would like to write to the Chief Executive about any issues, please address your letter to:
Mrs Mary Burrows,
Chief Executive,
North East Wales NHS Trust,
Trust Headquarters,
Wrexham Maelor Hospital,
Croesnewydd Road,
Wrexham.
LL13 7TD
or alternatively contact the Clwyd Community Health Council for independent help and advice (contact details as below).
The Trust will endeavour to provide you with an acknowledgement to your letter within 2 working days and following that a full written reply within 20 working days.
Community Health Council
Community Health Councils (CHC) were established as independent watchdogs to represent the voice of the public in the NHS. The Clwyd office covers the communities of Wrexham, Denbighshire and Flintshire.
The CHC offers independent help and advice to people who wish to complain about NHS services and can offer information about health and other related services, which are provided locally.
The Trust must consult the CHC about proposed changes to health services, which they provide and the CHC will in turn consult with the public to ensure that the public?s view is properly reflected.
The CHC can be contacted at the address below
Comments
North East Wales NHS Trust endeavours to provide the best possible standards of quality care and services and welcomes any comments or suggestions. Your comments will assist the Trust in identifying areas of poor service for improvement.
Make your comment here or contact the Patient Support Officer by phone 01978 727237, fax: 01978 725543 or in writing:
Please include your name and address if you would like a written response to your comments and other relevant information such as the date and time of your visit, treatment area and hospital or clinic visited.
Compliments
Should you wish to compliment a particular member of staff or department for the service you have received, you can send your comments by email here
Alternatively, you can contact the Patient Support Officer by phone 01978 727237, fax: 01978 725543 or in writing:
Suggestions
North East Wales NHS Trust endeavours to provide the best possible standards of quality care and services and welcomes any suggestions, comments or improvements you may wish to make. Your comments will assist the Trust in identifying areas of poor service for improvement.
Make your comment here or contact the Patient Support Officer by phone 01978 727237, fax: 01978 725543 or in writing:
Please include your name and address if you would like a written response to your comments and other relevant information such as the date and time of your visit, treatment area and hospital or clinic visited.
Suggestion Boxes
The Trust is currently piloting a suggestion box scheme with boxes available in the Maelor Hospital Main Entrance (Entrance A), Mold Hospital Reception and Llwyn y Groes Reception.
Patients, visitors and staff are welcome to use the boxes to post suggestions on how the Trust can improve its services, to let us know about any areas of concern or to acknowledge things that have been done well. Suggestions are monitored by the Trust Complaints Committee.
List of Addresses
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Community Health Council Caia Park Community Offices Cartrefle Cefn Road Wrexham. LL13 9NH Tel: 01978 356178 Tel 2: 0845 226 7292 (Local Rate Number) Fax: 01978 346 870 Email - admin@clwydchc.wales.nhs.uk www.clwydchc.org.uk |
Patient Support Officer North East Wales NHS Trust Trust Headquarters PO Box 18 Wrexham LL13 7ZH Tel: 01978 727327 Fax: 01978 725543 |