COVID-19 restrictions to remain in place at The Walton Centre

Restrictions remain in place across the NHS in relation to the COVID-19 pandemic. The safety measures in place over the 18 months therefore remain in place at The Walton Centre - and in our other clinic settings within the community – until further notice.

Due to the increased transmission risk posed by the Omicron variant, visiting has been suspended within The Walton Centre except for exceptional circumstances.

Patient and Family Experience Team

Service contact information

The team are available Monday- Friday 9am – 4pm

Service detail

Attending hospital can be a difficult and frightening experience. The Patient and Family Experience Team provides a confidential support and advice service to patients and their families, as well as helping to resolve enquiries and concerns quickly on their behalf. This can be prior to, during or after their visit to the Trust and they can be contacted in various ways including telephone, email or in person.

We pride ourselves on working together with patients, families and carers to resolve complaints in a timely way, explaining our actions, learning and evidencing how services will be improved as a result.

We recognise and respect that families are diverse and a family member is not always a blood relative of a patient.

 

Compliments

All compliments and positive comments are shared with staff involved. To pass on your comments or compliments about your experience, you can either write to the Chief Executive or Patient and Family Experience Team at the address below.

 

Patient and family stories

Every patient has a story and this is another way you can provide feedback. Your comments, both positive and negative, will be shared with our staff to ensure we learn from your experience. We can also share your story at our Trust Board or relevant committee meetings so the senior management team can hear your point of view.  If you would like to share your story contact our Patient and Family Experience Team.

 

Making a complaint

If you wish to make a formal complaint, you can write directly to our Patient and Family Experience Team patientexperienceteam@thewaltoncentre.nhs.uk

When writing please include:

  • Your date of birth and address
  • Any concerns you may have, the dates and times that these occurred and the names of people or staff involved
  • Any questions to which you require answers

 

The team will review your concerns and take any necessary immediate action to help resolve your concerns as soon as we can. We will undertake a thorough, appropriate investigation and evaluate our findings and inform you of the outcome, in the way you have requested to be contacted. We will also inform you if we need to make any changes or improvements.

Please be reassured that our Chief Executive reviews and responds to all complaints received and we promise that your care and treatment will not be affected in any way as a result of you raising a concern or making a complaint. 

Healthwatch also provide a free advocacy service to support you during the complaints process. For further information, please contact them on 03000 638000 or email at enquires@healthwatch.co.uk.

 

Other ways of providing feedback

You can also leave a review about your care on the NHS Choices or Patient Opinion websites. We always endeavour to respond to these reviews as soon as possible.

You can also get in touch with us on social media, through Facebook or Twitter

Patient leaflets

Complaints, Concerns and Comments

Anyone who is using our services can raise a concern or make a complaint. We will always do our utmost to resolve your concerns as soon as we can. If this is not possible, you may wish to make a formal complaint. With your consent, a relative, friend or carer can make a complaint, or raise concerns, on your behalf.

Page last updated: 10 June 2021