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More than anything, we want what we do to be the very best that can be done. If you are unhappy about any aspect of treatment or service you and your child has received from Alder Hey Children’s Hospital, we want to know. Please tell us.
Making a complaint or raising a concern will not adversely affect the treatment and care your child receives.
A complaint can be made by a patient or person affected or likely to be affected by the actions or decisions of Alder Hey Children’s Hospital.
A complaint can also be made by someone acting on behalf of the patient or person, with their consent. To contact the Complaints Team directly:
If you have any difficulties using the telephone, please send an SMS message to 07813455366 and we will respond to your message as soon as we are able to.
This phone is monitored by a small team and messages are checked frequently during the hours of Monday – Friday, 9am – 4pm.
We will always do our best to act on what you tell us and make good any shortcomings you feel there are. But if you are still unhappy, the NHS is committed to listening to patients and families who want to complain about a hospital’s decision. The Health Service Ombudsman is responsible for this “second tier” of health-related complaint handling and can be contacted at: • Email phso.enquiries@ombudsman.org.uk • Call the Complaints Helpline 0345 015 4033 • Write to Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP You are also able to get independent help and advice by contacting the Healthwatch Independent Complaints Advocacy service on 0808 801 0389.
As a Trust, we are committed to continuously improving and learning from the complaints made by our patients and their families/carers. We are sorry when things go wrong or when a patient does not receive the standard of care we expect to provide.
All complaints are fully investigated and the lessons learned are shared amongst the teams involved and across the Trust to avoid similar situations arising.
For all of the complaints that we uphold we are happy to share a synopsis of lessons we need to learn and/or specific actions we need to take.
You can also download our previous Complaints and PALS Annual reports below:
Complaints and PALS Annual Report 2016-17
Complaints and PALS Annual Report 2017-18
Complaints and PALS Annual Report 2018-19
Alder Hey Children's Charity
