Wirral Hospital aims to provide high quality health care services to all people who use them. At times things can go wrong and this may result in patients, families or carers wanting to complain and to have their complaint investigated.

Overall responsibility for investigation of complaints lies with the Director of Operations / Chief Nurse*, but the Trust employs a Complaints Manager* who deals with complaints on a daily basis. The Trust has a Complaints Policy in place, which is supported by Complaints Management Procedures. These documents follow the processes prescribed by the NHS Complaints Procedure. The Trust has a Complaints and Incidents Committee that reports to the Board via the Clinical Governance Sub-committee (See Class 5). There is an Independent Review Panel who become involved in the process if the complaint cannot be resolved at local level.

The Department of Health has advised that the current procedure is under review in light of comments from service users and providers. A document published in March 2003, called 'NHS complaints reform - making things right' sets out proposals to improve the management of complaints and heralds changes to the way that complaints are dealt with in the NHS. Comprehensive reform of the NHS complaints procedure will not take place until April 2004 and in the meantime the current complaints procedure will continue to operate. A copy of this report is available from the Department of Health website at www.doh.gov.uk/complaints/makingthingsright.pdf

If you wish to make a complaint about Wirral Hospital (NHS) Trust or would like a copy of the documents mentioned above, please contact the Complaints Manager*. The management of complaints has links with the new Patient Advisory and Liaison Services (PALS) which the Trust operates. PALS exists to listen to any comments or complaints that patients or their families may have, and where possible to resolve issues or to advise on the complaints procedure if necessary. The Trust has a PALS Manager* and the service relies greatly upon the work of volunteers in order to provide 'on-the-spot' assistance for patient problems or queries.

The Trust has a Freephone 'Hotline' for any member of the public to contact us with compliments and suggestions as well as complaints and this is 0800 085 1547 and it is open Monday - Friday 9:30am - 4:30pm.