We want to make sure every patient receives the very best care from us. We also hope that every patient, family member, carer and visitor is happy with the care we have provided. 

To help with this, we are always looking at how we can improve and provide the very best care to everyone we see. 

We want to hear from you if we have done a good job, if there are things we can do better or if you have any concerns or complaints. 

You can do this in any of the following ways.

Compliments and thanks

If you want to compliment or thank our staff you can do this by:

Concerns and complaints

If you have any concerns about your experiences of The Clatterbridge Cancer Centre or want to make a complaint you can do this by:

  • Speaking to any member of your care team, department manager or matron. They will do their best to help resolve your immediate questions or concerns. 
  • Contacting our Patient Advice and Liaison Service (PALS) – Our PALS team will, with your permission, liaise with the relevant department or team on your behalf about your concern. They will make sure you get feedback if you would like this 
  • Contacting an independent organisation – if you would prefer to contact someone outside the hospital, you can contact the Independent Complaints Advisory Service (ICAS)  

NHS guidance recommends that you should make your complaint within 12 months of the incident or concern so we can investigate it for you. We might still be able to investigate it after 12 months if there is a good reason you did not complain within that time.   

At The Clatterbridge Cancer Centre, we are keen to improve the quality of the service we provide. If you have any concerns you would like to raise with us, please contact us to tell us about your experiences:

We hope we can help with any concerns you have. 

If you decide to make a formal complaint, we will:

  • Reply in writing within three working days to acknowledge receipt of your complaint
  • Contact you to discuss your complaint and the key points to be addressed – and to agree timescales and your key point of contact while the complaint is being investigated
  • Investigate your complaint thoroughly and fairly 
  • Contact you when we have completed our investigation so we can let you know the outcome
  • If you have asked us for a written response, we will write to you within the timescale we agreed with you. If this is not possible, we will explain why and keep you informed of its progress. (Sometimes investigations can take longer than expected)  
  • If our investigation shows that  our care has not been of the standard we would expect, we will apologise and tell you what we have done to prevent the same thing happening again

If you are not happy with the outcome of our investigation and response to your complaint, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review the way we have dealt with your concern or complaint. The Ombudsman is independent of the NHS and there is no charge for this service

You can contact the Parliamentary and Health Service Ombudsman (PHSO):

Call 0345 015 4033

Visit the PHSO website

Write to:    

Parliamentary and Health Service Ombudsman (PHSO)
Millbank Tower

Useful contacts

Patient Advice and Liaison Service (PALS) 

Our Patient Advice and Liaison Service (PALS) is here to support you and help with any queries, worries, compliments or complaints. 

You can contact our PALS team:

Email our Patient Advice and Liaison Service (PALS)

Call 0151 556 5203

Write to:

Patient Advice and Liaison Service (PALS) 
The Clatterbridge Cancer Centre NHS Foundation Trust
Clatterbridge Road
CH63 4JY

Help with your complaint: Independent Complaints and Advocacy Service 

nCompass Liverpool Advocacy Hub support patients and their carers wishing to pursue a complaint about their NHS treatment or care. These services are free, confidential and independent.

You can contact nCompass Liverpool Advocacy Hub:

Call 0300 3030 629

Email the Liverpool Advocacy Hub

Write to: 

Liverpool Advocacy Hub Head Office
Unit 1, Edward VII Quay
Navigation Way