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.

Complaints, Concerns and Comments

The Walton Centre

The Walton Centre is the only specialist neurosciences NHS Trust in the UK. Our specialist staff offer a world class service in diagnosing and treating injuries and illnesses affecting the brain, spine and peripheral nerves and muscles; and in helping people suffering from long term neurological conditions. We are committed to provide the best possible experience to patients, their families and carers. Your views and comments are very important to us.

We understand that it can be difficult to complain about a hospital service or care provided, particularly if a patient is an inpatient or still receiving treatment. We would like to assure you patients or their families would never be treated differently because they have raised a concerns. We can only learn and improve our services if you let us know when we do not get it right.

Who can complain or raise concerns?

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.

How do I make a complaint?

At the earliest opportunity speak to the manager of the ward, matron, department or doctor in charge of your care to let them know what you are not happy with. They will do all they can to resolve the issues that you raise.


You can also contact the Patient Experience Team on: 0151 556 3090, 3091 or 3093 Monday - Friday between 9.00 am - 4.00 pm Or email at: patientexperienceteam@thewaltoncentre.nhs.uk


Alternatively, you may wish to write directly to our Chief Executive:
Chief Executive
The Walton Centre NHS Foundation Trust
Lower Lane
Liverpool
L9 7LJ

Can someone help me to make a complaint?

You might prefer to talk to someone independent. You can get help and advice from Healthwatch, an Independent Complaints Advocacy Service. For further information please visit their website at www.healthwatch.co.uk for support in your local area.

What will happen next?

When we receive you concerns/complaint, we will make an initial assessment and contact you to best determine how we can reach a resolution. This may involve discussing your concerns with the relevant manager or meeting with staff involved in your care. If, your complaint is investigated formally, we will write to you to acknowledge your concerns and provide you with a date when you can expect a response and provide you with the relevant contact details to support you through the process.

If I raise concerns or make a complaint will this affect my care in the future?

Absolutely not, please be assured that we encourage feedback from our patients and families, so we can learn from your experience. We can offer assurance that concerns/complaints are not detailed in health records and these files are kept confidential and separate. We would take immediate action if any person was discriminated against as a result of making a complaint.

What if I’m unhappy with the response to my complaint?

Let us know at the earliest opportunity and we will review the outstanding issues that you are not happy with. We can investigate these further or arrange to meet with you to discuss your concerns further.

What if I remain dissatisfied?

We will do our utmost to resolve your complaint but if you still remain unhappy you can refer your complaint to the Parliamentary Health Service Ombudsman (PHSO), which is the second and final stage of the NHS complaints procedure.


The PHSO is completely independent of the NHS and government. They make the final decision on complaints that have not been resolved by the NHS.
You can contact them by calling their Customer Helpline on 0345 015 4033, visit their website at www.ombudsman.org.uk or write to them directly:


Parliamentary Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

What happens following a referral to the Parliamentary Health Service Ombudsman?

If you ask the PHSO to review your complaint, they will do one of three things:

• Take the decision to investigate your complaint further and inform both you and the Trust’s Chief Executive of their findings and any recommendations they may make.
• They may refer your complaint back to the hospital for further investigation.
• They may inform you that the hospital has done everything possible to investigate and resolve your complaint.

Patient & Family Stories

Every patient has a story, and another way you can give your feedback is by sharing your story. We always aim to continually improve the care and service we provide to patients and their families. Your feedback is very important to us, as we can share your comments both positive and negative with our staff in the form of your story to ensure we learn from your experience. We will also share your story at our Trust Board or committee meetings.


You can send us your story via email or contact the Patient Experience Team who will advise/help you write your story.


Alternatively you can visit the NHS Choices website at www.nhs.uk to leave your comments and feedback.

Tell the Care Quality Commission what you think about us

Find out how to share your feedback with the Care Quality Commission by visiting www.cqc.org.uk

  • Last Updated:
    01 December 2019
  • Review Date:
    01 December 2022
  • Author:
    Patient Experience Team
  • Summary:

    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.

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