If you have been given an outpatient appointment at the hospitals and are unable to attend for whatever reason you can use the form below.
It is really important that you let us know of any changes as soon as possible. This means we can offer the original appointment to another patient.
Please complete the form below with your contact details and as much information as possible. You can find most of the information we need on your appointment letter.
If you have any problems using this form, please call the number on your appointment letter and we will do our best to help you. You will receive a response from us so you know it has been received and actioned.
If you wish to change the date and time of your appointment you, you can click the re-book option and state any dates that are not suitable for you, or you can contact us using the number on your appointment letter.
We aim to provide the best possible service at all times to our patients. Most medical care and treatment goes well, but things occasionally go wrong, and you may want to complain. So where do you start? Every NHS organisation has a complaints procedure that provides a clear way for you to raise issues.
We value your comments about the service you have received as they ultimately help us to evaluate and improve the quality of care for all our patients. This section outlines the way in which any concerns, clarifications and complaints are dealt with at Warrington and Halton Hospitals.
We try and support you in solving any queries or concerns, or answering your queries as quickly as possible and many can be solved on the spot.
In the first instance, you may find it helpful to discuss your query, suggestion or complaint with a member of staff. They should try to help you with the issues you raise and provide satisfactory answers. If you prefer, you can ask to see the ward manager, matron or request an appointment to see the consultant involved in your care.
The Patient Advice and Liaison Service (PALS) Officer is also available to help you. PALS is a free and confidential service for patients, their families and carers. It provides on the spot information, advice and support with the aim of resolving any problems quickly and effectively. The PALS Officer can be contacted on:
Although the PALS officer works for the hospital, their job is to help you and provide an independent service - resolving your issue as quickly as possible using their knowledge and expertise.
Whoever you ask to look into your complaint will do their best to sort out the problem as quickly as possible. Sometimes they may need to involve other staff to establish what has happened and to decide what action to take. They will be careful to ensure that any information about you is kept confidential. This information will be filed separately to your health records.
If you feel your complaint cannot be dealt with on the spot or it is following your care, you can make a formal complaint to us and we will investigate fully and respond to you in writing or arrange to meet with you.
Formal complaints should be addressed to:
Melany Pickup
Chief Executive
Warrington and Halton Hospitals NHS Foundation Trust
Warrington Hospital
Lovely Lane
Warrington WA5 1QG
You can email your complaint to us at:
whh.complaints@nhs.net
You can call the patient experience team to discuss your complaint:
We try and respond quickly to all complaints. The procedure once we receive a formal complaint is:
There are two important things to remember
It is also important that you know that if you are requesting information or making a complaint, it is kept totally separate from your medical records. You have our assurance that your current or future medical treatment will not be affected in any way by making a complaint.
If you wish to make a formal complaint and have any queries about the process or need any help you can contact our complaints officers who manage the complaints process in the trust:
If you need any help and support with making a complaint you can also access patient advocacy through your local HealthWatch organisations - provided by Merseyside & Cheshire Independent Complaints Advocacy. This service replaces the previous Independent Complaints Advocacy Service (ICAS) and will continue to be delivered by the Carers Federation Ltd, who has over seven years experience of supporting people in Merseyside & Cheshire with NHS complaints.
If you need to make a complaint, we will make every effort to address your concerns. However, if you are not satisfied with the way your complaint has been handled or you feel the answers you have been given are inadequate, you have the right to request that your complaint be considered by the Parliamentary and Health Services Ombudsman.
The Ombudsman is an independently appointed regulator. Their role is to investigate complaints that individuals have been treated unfairly or have received poor service from government departments and other public organisations including the NHS in England. Their powers are set out in law and their service is free for everyone. Such requests must be made within 12 months of your initial complaint to the trust.
You can contact the Ombudsman at:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
The Ombudsman is responsible for reviewing complaints that have not been resolved by the NHS body involved and can only consider your complaint if it has already been raised with us at the hospitals first.
More information is available on:
