At the Royal Liverpool and Broadgreen Hospitals we treat thousands of people each year, the vast majority of whom are satisfied with the service and care they receive.

The Trust is committed to giving the best possible service and care to patients, their families, carers and visitors.

However, we realise that we may not always get things right. On these occasions we welcome your comments, as they will help us to improve the services we provide for you, our users.

For the times we do not get it right we have established a Complaints Procedure which this leaflet will guide you through.

Q Do I have to put my complaint in writing?

A No, you can speak to any member of staff who will do their best to resolve your complaint if they can at that time. You can also telephone the Quality Department on 0151 706 2825/3216 who will make a note of your complaint and deal with it in complete confidence. However, if you prefer to put your complaint in writing you should write to the Chief Executive of the Trust (you will find the address on the back of this leaflet). The Chief Executive will ask the Assistant Director of Quality to carry out an investigation into your complaint.

Q What happens then?

A We will acknowledge your complaint in writing within 2 working days. We will investigate your concerns thoroughly and fairly and a reply will be sent from the Chief Executive usually within 20 working days. We will apologise where necessary and tell you what we will do to stop the same thing occurring again. If we cannot reply to you on time you will be informed by letter of our progress and the reason for the delay.

Q What if I am still not satisfied?

A You should contact the Chief Executive in writing explaining the reasons why you are not satisfied with the Trust's response. We can then investigate further or suggest a meeting to try to resolve any outstanding issues. If you remain dissatisfied after this, you can request an Independent Review. This request should be made within 20 days of the Chief Executive's final reply.

Q What will happen next?

A If you request an Independent Review (IRP) you will receive further details of the process involved. A Convenor will decide whether or not to set up a Review Panel. This is not an automatic right. It might be decided that your complaint was not fully investigated and it will be referred back to the Chief Executive for further investigation. It may be thought that the Trust has done everything possible to resolve your complaint therefore a Review Panel would be of no added value.

Q What happens following an IRP?

A The IRP will conclude their investigations and the Chief Executive will write to you with their findings.

Q What if I do not agree with the findings of the Review Panel?

A We do hope this is not the case as this is the end of the Trust's Complaints Procedure. However, if you are still unhappy with this decision you may wish to take your complaint to the Health Service Commissioner (Ombudsman).

Details of how to contact them are on the back of this leaflet.

We really do want you to let us know when we get things wrong, but we also like to know when you feel we are getting it right!

If you have been satisfied with the service you have received from us, or have any suggestions for ways to improve our service to you, why not contact us at the Quality Department. You will find the address on the back of this leaflet.

USEFUL CONTACTS

Chief Executive

Royal Liverpool and Broadgreen University Hospitals NHS Trust

Prescot Street

Liverpool

L7 8XP

Telephone No: 0151 706 2000

Assistant Director of Quality

Royal Liverpool and Broadgreen University Hospitals NHS Trust

Prescot Street

Liverpool

L7 8XP

Telephone No: 0151 706 2253

The Health Service Ombudsman

for England

11^th Floor

Millbank Tower

Millbank

London

SW1P 4QP

Telephone No: 0207 217 4051

A USERS GUIDE TO THE

HOSPITALS' COMPLAINTS

PROCEDURE

IF YOU WISH TO

COMPLAIN OR COMMENT

ON THE SERVICES WE

PROVIDE

14/2/01 Quality Department RLBUHT

Review Feb 2002