If you have a compliment, concern or complaint about any of our services then why not tell us?
Compliments
If you have had a positive experience, please share it with us! We can learn from what we do well and use this to improve other services.
Concerns
If you have a concern about your treatment or feel that something needs to be addressed then by telling us we can do something about it.
How do I feedback?
Complete our online feedback form, call 0800 694 5530 or email wcnt.yourexperience@nhs.net
If you require any of our publications/leaflets in another format or language please contact the Patient Experience team on:
Freephone: 0800 694 5530
Email: wcnt.yourexperience@nhs.net
This information is also available in an Easy Read format.
Complaints
If you have had a negative experience and wish to make a formal complaint then we will make sure your complaint is fully investigated and that you receive a full response. Please be reassured that making a complaint will not affect current or future treatment but will ensure that issues are properly addressed.
So that your complaint can be fairly and effectively investigated you should try to make your complaint within 12 months from when the matter occurred or 12 months from when you realised you have a complaint to make.
If your complaint is about more than one NHS or social care organisation, with your permission, there will be a coordinated investigation and response.
You can make a complaint if you are an existing or former patient of any of our services or if you are acting on behalf of the patient or person affected with their consent.
Adult Social Care joined the trust on 1 June 2017 – we will respond to any complaints that occur after this date.
How do I make a complaint?
Complaints can be made by telephone, email or in writing to:
Wirral Community Health and Care NHS Foundation Trust
Patient Experience Service
St Catherine’s Health Centre
Derby Road
Birkenhead
Wirral
CH42 0LQ
Tel: 0800 694 5530 (Monday – Friday, 9.00am – 5.00pm)
Email: wcnt.yourexperience@nhs.net or complete our online feedback form.
How can I get further advice and help?
The Independent Complaints Advocacy Service (ICAS) can provide advice and support to people who want to complain about the NHS. Visit www.carersfederation.co.uk or contact them on Tel: 0300 456 8350 or email: icas@carersfederation.co.uk.
What will you do when you receive my complaint?
We will respond to acknowledge your complaint in writing within three working days. Where possible, we will contact you to discuss the complaint.
We will keep you informed of progress throughout the investigation and let you know should there be any delays.
Staff concerns
We have a Raising Concerns Policy which applies to all employees, including back and agency staff, volunteers and contractors.
The trust has signed up to the Nursing Times Speak Out Safely campaign. We want every member of our staff to feel able to raise concerns about wrongdoing or poor practice when they see it and confident that concerns will be addressed in a constructive way.
- We promise that where staff identify a genuine patient safety concern, we will support them, fully investigate and, if appropriate, act on their concern. We will also give them feedback about how we have responded to the issue they have raised, as soon as possible.
- Whether a permanent employee, an agency or temporary staff member, or a volunteer, we encourage our staff to speak up when they feel something is wrong. We want all staff to be able to Speak Out Safely.
