Compliments and Concerns
All feedback from our patients is useful to us. We want to continue to improve our services, and so knowing what you think of WUTH is really important to us. Maybe you’ve experienced really fantastic care or have some thoughts on how we might improve.
The Patient Experience Team helps the Trust to develop its services by collecting and channelling feedback from patients, carers and visitors.
To contact the team:
- Call: 0800 432 0251 (Monday to Friday, 09:00 to 16:00 hours)
- Email: email@example.com
- Write: Patient Experience Team, Wirral University Teaching Hospital NHS Trust, Arrowe Park Road, Upton, Wirral CH49 5PE
Unfortunately, due to the ongoing COVID-19 pandemic, and as part of the visiting and social distancing restrictions currently in place, it is not at present possible to attend our Patient Experience Hub to meet our Patient Experience Team face-to-face.
Patient Focus Group
If you would like to join our Patient Focus Group please read our leaflet ‘Talk to Us About Your Patient Experience’ at the bottom of this page.
We have a Matron’s Helpline for patients and visitors to speak to a senior member of nursing staff regarding any questions or concerns they may have. The Helpline is available seven days a week, between 08:00 and 20:00 hours, on 07826 858846.
You can leave a review on the NHS.UK or Care Opinion websites. Please see the links in the menu on the left. We always endeavour to respond to these reviews as soon as possible.
You can also get in touch with us on social media by searching for WUTHnhs on Facebook and Twitter.
Making a complaint
Anyone who is receiving care or treatment at WUTH can make a complaint. Sometimes you might just want to raise a concern with us rather than make a formal complaint. With your permission, a relative, friend or carer can make a complaint, or raise concerns, on your behalf.
If you would like to find out how to make a complaint, please read our leaflet ’How to Raise a Concern or Complaint’ at the bottom of this page.
However, due to the ongoing COVID-19 pandemic, NHS England and NHS Improvement are supporting a system-wide ‘pause’ of the NHS complaints process. This difficult decision has been taken to allow us to concentrate our efforts on front-line duties and responsiveness to COVID-19.
This means that:
- WUTH’s Patient Experience Team will continue to review and acknowledge all new complaints, we will act upon any concerns about patient safety or safeguarding, and we will try to resolve any immediate concerns informally if we can.
- We are able to log your complaint or concern. This will then remain open until further notice, unless an informal resolution can be achieved, or if you choose to withdraw your complaint.
- However, we will not investigate the complaint or be able to respond formally until further notice.
- Anyone already awaiting a response to a complaint will be notified that the investigation is on hold.
We have also been advised that the Parliamentary and Health Service Ombudsman (PHSO), which operates the second, independent stage of the NHS complaints procedure, has similarly paused its work involving health complaints until further notice. This means that the PHSO will not accept new health complaints, nor progress existing cases where this requires contact with the NHS. This situation is being kept under close review.
Please be assured that WUTH will regularly review the overall position and will resume our normal complaints service as soon as possible. In the meantime, thank you for your patience and understanding at this challenging and critical time.
You might prefer to talk to someone independent. HealthWatch Wirral can offer free advice and support to anyone. They can be contacted on 0151 230 8957 or email firstname.lastname@example.org. To visit the HealthWatch Wirral website click on the link in the left menu.