The Complaints Team manage formal complaints that have been received from patients or carers about the care received. The team will record all complaints received on Datix and acknowledge them within three days of receipt. Complainants can remain anonymous if they wish. It is imperative that potential complainants are made aware that the care of the patient will not be compromised or affected in any way should they wish to raise a concern. In addition, staff must assure complainants that their concerns will be taken seriously. An investigation will be undertaken to determine what happened. Members of the Complaints Team are able to give advice and support for staff who have been asked to provide a statement for an investigation and for managers who are asked to meet with complainants or asked to provide a written response to complaints.
There are a number of materials available to assist patients who wish to provide a compliment or raise a concern, including a 'Compliments, Complaints and Suggestions' leaflet (also available as an easy read document) and a Healthwatch leaflet, 'Do you have a complaint about the NHS'. These should be made available in each clinical area and can be obtained from the Complaints Team.
Click here to download The Compliments, Complaints and Suggestions leaflet.
Central Complaints Team
0151 430 1167 or 0151 430 1427
Compliments, Complaints and Suggestions Leaflet