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Compliments, Complaints and Concerns

Compliments

The NHS welcomes any comments you may have on the services we commission, whether that is a complaint, a suggestion or a compliment. Our aim is to provide the best possible care and treatment for service users and understand that although we strive for excellence, occasionally things may go wrong or may not be how you would like.

If you are pleased with your care and treatment please let us know as this helps us to develop good practice and improve the quality of care. You can contact the Corporate Affairs Team directly on 0151 541 5380 or via email: wiccg.intouch@nhs.net

Or in writing to:

Corporate Affairs Team

NHS Wirral Clinical Commissioning Group

5th Floor, Old Market House, 

Hamilton Street, Birkenhead, Wirral CH41 5AL

Complaints

There may be times when you are not happy with your care and treatment. A first step could be to speak to the healthcare professional involved so that they can if possible put things right. It may be that your concerns can be resolved without making a formal complaint.   

Who can make a complaint?

A complaint can be made by a patient or a person affected or likely to be affected by the actions or decisions of an NHS organisation or primary care practitioner. A complaint can also be made by someone acting on behalf of the patient or person, with their consent.

What is the time limit?

You should make a complaint within 12 months of the event(s) concerned or within 12 months of becoming aware that you have something to complain about. However, it is much easier to deal with your complaint if it is made as soon as possible after the event.

How do I make a complaint?

If you do wish to pursue a complaint you can do this in writing, verbally, face to face or by email to the primary care practitioner, NHS organisation concerned.

If you wish to complain directly to the CCG about a service we commission, we will liaise with the provider of the service and will ensure that your complaint is investigated and a response is received in a timely manner. Please note that the CCG does not commission GP Practices, Dentists, Opticians and Pharmacies. NHS England has responsibility for commissioning these services and therefore any complaints should be directed to either the service or NHS England:

Telephone - 0300 311 2233

Email - England.contactus@nhs.net

In writing:

NHS England

PO Box 16738

Redditch, B97 9PT

If you choose to make your complaint verbally a member of the complaints team will put this in writing for you. You will be given the opportunity to discuss your concerns with a member of the Complaints Team and say what you would like as an outcome.

The timescale for the response will be agreed with you and you will receive a written reply to confirm the outcome of the investigation into your complaint.

Following an investigation into your complaint you will be sent a formal response from our Chief Officer, including an explanation of our consideration of your complaint, an honest explanation, conclusions that we have reached in respect of your complaint, any remedial action that is considered to be appropriate and confirmation that the action has been taken or that it will be actioned.

Our aim is to sort out any problems as quickly and professionally as possible. In line with NHS policy there will be no detriment to your treatment and you will not be penalised in any way because you have made a complaint. Your complaint will not be placed on any part of your medical records.

How will the Clinical Commissioning Group (CCG) handle my complaint?

The first stage of the Complaints Procedure is called Local Resolution. The Corporate Affairs Team of NHS Wirral CCG will investigate your complaint and prepare a response. Your information may be used for other purposes e.g. monitoring the complaints process or improving service quality, but wherever possible only anonymous information will be used for these other purposes. If identifiable data is needed for other purposes then your consent will need to be obtained unless there is another legal basis. 

Contact Us

Complaints can be made via the Corporate Affairs Team of the CCG:

Via Telephone: 0151 541 5380

Via Email: complaints.nhswirralccg@nhs.net

Or in writing:

Corporate Affairs Team

NHS Wirral Clinical Commissioning Group

5th Floor, Old Market House, 

Hamilton Street, Birkenhead, Wirral CH41 5AL

What does PALS do?

Patient Advice and Liaison Services (PALS) can:

  • Provide you with information about the NHS
  • Help resolve concerns or problems when you are using the NHS, where appropriate
  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
  • Provide you with information and help introduce you to agencies and support groups outside the NHS
  • Inform you about how you can get more involved in your own healthcare and the NHS locally

Local health organisations on the Wirral have their own PALs team that you may wish to contact with any queries in the first instance. Contact details are provided below:

Wirral University Teaching Hospital NHS Foundation Trust - 0151 604 7660

Wirral Community NHS Trust - 0151 514 6311

Cheshire & Wirral Partnership NHS Foundation Trust - 01244 397 397 

For GP Practices, Dentists, Opticians and Pharmacies, NHS England has responsibility for commissioning these services. Therefore, enquiries relating to these services should be directed to the service directly or to NHS England on:

Telephone - 0300 311 2233

Email - England.contactus@nhs.net

In writing:

NHS England

PO Box 16738

Redditch, B97 9PT

For any other queries or if you require any additional advice, Wirral CCG's PALS may be contacted:

via telephone on: (Freephone) 0800 054 2137 or 0151 363 3948 

via email: wirralpals@wired.me.uk

or via post:

PALS
Wirral Information Resource for Equality and Diversity Ltd (WIRED)
Unit 7
Wirral Business Park
Arrowe Brook Road
Upton
Wirral
CH49 1SX