Complaints are useful because they enable us to identify and rectify
problems, making our Centre better and safer. There are several ways
in which you can make a complaint.
By speaking to
a member of staff
You can voice your complaint about a problem to any member of staff
so that the situation can be rectified immediately and so that the reason
for the problem can be explained to you.
If you mention
a problem to our specialist ocular oncology nurse or our consultant,
then a letter will be written to the relevant authority, if possible,
immediately and in your presence. A copy of this letter will be filed
in a special folder, which is kept in the oncology office. When a response
is received, we will inform you of this response. The contents of our
complaints file will be reviewed and discussed by our team at least
every three months to ensure that all possible remedial measures have
been taken. Important complaints and their solutions are published in
our annual newsletter and website.
By writing a
letter to the Chief Executive of our hospital
If you are not satisfied with the response to an informal complaint
or if you wish to make a more formal approach, you can write to:
The Chief Executive
Royal Liverpool and Broadgreen University Hospitals NHS Trust
Prescot Street
Liverpool
L7 8XP
By speaking
to the Assistant Director of Quality
If you are unable to complain in writing or if you wish to speak in
person, please contact the Assistant Director of Quality by telephoning
0151 706 2268. This official will take the relevant details and investigate
the matter.
We will acknowledge
your complaint as soon as it is received and send you a detailed response,
which you can expect within 20 working days (unless the complaint requires
an intensive investigation involving several members of staff).
By requesting
an investigation by an independent review panel
If you are dissatisfied with the response you receive from the Assistant
Director of Quality, you can write to the Chief Executive, requesting
an investigation by an independent review panel. You must do this within
20 working days of receiving the response to your complaint.
A hospital representative
will contact you to ask why you are dissatisfied with the response to
your complaint and will decide whether or not a panel can resolve the
problem.
If the independent
review panel investigates your complaint, the Chief Executive will write
to you to inform you of the conclusions of the panel's investigation.
This process can take up to six months.
By writing to
the Health Service Ombudsman for England
If your complaint is not considered by the independent review panel
or if you are dissatisfied with the conclusions reached by that panel,
you can appeal in writing to:
The Health Service
Ombudsman for England,
11th Floor,
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0171 276 2035
The health service
ombudsman's services are free and completely independent of the government
and health authorities.
By contacting
the Liverpool Community Health Council
You can get advice from the community health council by contacting:
The Chief Officer,
Liverpool Central and Southern CHC
17 Lime Street
Liverpool
L1 1JD
Tel: 0151 707 8803
