Compliments and complaints

We are committed to providing the very best possible care and service to our patients and their families, carers and visitors.

We are always looking for ways to improve ourselves and the way that we operate. If you have any ideas on how we could improve, or would simply like to provide feedback on your experience here, please discuss this with one of the staff looking after you.

Alternatively, you can write to the Chief Executive here at the hospital (address below).

However, we also realise that we might not always get things right. On these occasions, we welcome your comments, as they will help us to improve the services we provide in the future.

For the times when we do not get it right we have established a Complaints Procedure, which is run in accordance with NHS guidelines.

Frequently Asked Questions

Q. Do I have to put my complaint in writing?

A. No, you can speak to any member of staff, who will do their best to resolve your complaint if they can.

You can also telephone the Clinical Governance Support team on 0151 556 5203 who will make a note of your complaint and deal with it in complete confidence.

You can also discuss your complaint with PALS (Patient Advice and Liaison Service) who are available on 0151 556 5203.

If you would prefer to put your complaint in writing, you should write to the Chief Executive of the Trust. The Chief Executive will then ask the Clinical Governance Support Team to carry out an investigation into your complaint.

You may however prefer to speak to somebody who does not work in the hospital. If so, the Independent Complaints Advisory Service (ICAS) address can be found below.


Q. What happens next?

A. We will acknowledge your complaint in writing within three working days.

We will contact you personally to discuss and agree how your complaint will be handled. We will investigate your concerns thoroughly and fairly and contact you when our investigations are completed. If you have requested a written response this will be sent in accordance with the agreed action plan and timeframe. If we cannot reply to you within the agreed timeframe we will keep you informed on our progress and explain the reason for the delay.

We will apologise where necessary and tell you how we have improved the service to prevent the same thing happening in the future.


Q. Is there a timeframe in which I have to make the Trust aware of my complaint?

A. NHS guidelines recommend that you bring it to our attention within 12 months of the incident/concern taking place, in order for a full investigation to take place. However, if there have been genuine reasons for the delay, the Chief Executive will use his discretion.


Q. What if I am not satisfied with the final response from the Chief Executive?

A.You should contact the Patient Experience Manager on 0151 556 5203 explaining the reasons why you are not satisfied with the Trust’s response. We can then investigate further or suggest a meeting to try to resolve any outstanding issues. If you still then remain dissatisfied you may contact the Parliamentary Ombudsman to investigate your complaint.


Useful Contacts

Chief Executive

The Clatterbridge Cancer Centre

Clatterbridge Road

Bebington

Wirral

CH63 4JY

Tel: 0151 556 5000


ICAS

Carers Federation

The Gateway Centre

71 London Road

Liverpool

L3 8HY

Tel: 0845 1203735


Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Complaints Helpline Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

www.ombudsman.org.uk