Comments & Complaints

Why complain?

Most NHS care and treatment goes well, but sometimes things can go wrong. If you are unhappy with your care or the services you have received, it is important to let us know so that we can improve.

How to complain

We find that, with good communication from all parties, most problems can be sorted out easily and quickly,
often at the time that they arise. This might be with your clinician or at reception.
However, if your problem can not be resolved in this way, and you wish to make a formal complaint, please let
us know as soon as you can, ideally within a matter of days or at most a few weeks. This will enable us to more easily establish what has happened. It will be a great help if you are as specific as possible about your complaint.

You can obtain a complaints form from reception, and return it for the attention the Deputy Operations Manager, or fill the form in online here.

Alternatively, you can ask for an appointment to see the Deputy Operations Manager in order to discuss your concerns.

What will happen next?

We will endeavour to acknowledge your complaint within three working days of the date when you raised it with us.
In responding, we will aim to:
• Find out what happened and what went wrong, and communicate this to you.
• Make it possible for you to discuss the problem with those concerned, if you would like this.
• Make sure you receive an apology, where this is appropriate.
• Identify what we can do to make sure the problem does not happen again, and communicate this to you.

Complaining on behalf of someone else

Please note that we are bound by medical confidentiality. If you are complaining on behalf of someone else, our response is likely to be limited unless:
They have given their written consent
You are legally charged with looking after their affairs
In the case of children, you are their parent or legal guardian.

Help to complain

If you would like, you can seek advice and advocacy in making your complaint from NHS England or Healthwatch Liverpool:

NHS England

Phone: 0300 311 2233.
Email: [email protected]
Address: NHS England, PO Box 16738, Redditch. B97 9PT

Healthwatch Liverpool

Phone       0300 77 77 007