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 [email protected]
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: [email protected]
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.
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.[email protected] or complete our online feedback form.
How can I get further advice and help?
Healthwatch Wirral provide and advocate to Health & Social care services on Wirral. The advocate is Linda Town, [email protected]
Healthwatch Wirral
Liscard Business Centre,
The Old School,
188 Liscard Road,
CH44 5TN
The Independent Complaints Advocacy Service (ICAS) is the North West area service that supports people who wish to make a complaint about their NHS care or treatment.
North West: email: [email protected]
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
The Trust is committed to creating an open and honest culture so that all colleagues feel supported and able to speak up about any concerns they may have. This enables us to ensure we can learn from mistakes and continually make improvements to keep people safe – patients, service users and staff.
As such, the Trust is committed to supporting all staff to:
- Feel confident to Speak Up
- Feel that Speaking Up is simple
- Feel listened to and understood
- Feel that their Speaking Up about their complaint made a difference
- Ensure they would feel confident raising an issue in the future
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.
We encourage everyone to speak up when they feel something is wrong. We want all staff to have the Freedom To Speak Up.
We have a Speaking Up Policy which applies to all employees, including bank and agency staff, volunteers, students and contractors.
