Compliments and complaints
We are committed to giving the best possible service and care to patients, their families, carers and visitors. Here at the Centre we treat thousands of people every year, with the vast majority satisfied with the service and care they receive.
If you have any ideas for improvement 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 may not always get things right. On these occasions, we welcome your comments, as they will help us to improve the services we provide.
For the times we do not get it right we have established a Complaints Procedure, which is run in accordance with the NHS Guidance.
Frequently asked questions
Do I have to put my complaint in writing?
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 482 7927 who will make a note of your complaint and deal with it in complete confidence.
We also offer you the chance to discuss your complaint with PALS (Patient Advice and Liaison Service), who are available on 0151 482 7927 or can be contacted on your behalf by any member of staff.
You may prefer to speak to somebody who does not work in the hospital. The Independent Complaints Advisory Service (ICAS) address can be found below. However, if you 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.
What happens next?
We will acknowledge your complaint in writing within 3 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 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.
Is there a timeframe in which I have to make the Trust aware of my complaint?
NHS Guidelines recommend that in order for a full investigation to take place the incident/concern must have taken place within the 12 months of it being brought to the Trust’s attention. However, if there have been genuine reasons for the delay, the Chief Executive will use his discretion.
What if I am not satisfied with the final response from the Chief Executive?
You should contact the Patient Experience Manager on 0151 482 7927 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, this request should be made within 6 months of receipt of the Trust's final response (address below).
Useful Contacts
Chief Executive
Clatterbridge Centre for Oncology
Clatterbridge Road
Bebington
Wirral CH63 4JY
Tel 0151 334 1155
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
The Healthcare Commission ceased to exist on 31 March 2009. The Ombudsman is now responsible for the second tier of health-related complaint handling.
PHSO website: http://www.ombudsman.org.uk