How to complain about health and care services in Halton
When should I complain?
As soon as possible. Complaints should be made within 12 months of the date of the event that you're complaining about.
Who do I complain to?
There are many different providers of healthcare in Halton. When you want to make a complaint, you normally complain directly to the provider of the service. However, you can complain to the organisation that funds them instead.
If you are unsure how to complain directly to the provider, you can ask them to give you a copy of their complaints procedure. This will tell you who to contact, how they will handle your complaint, and how they will learn from your complaint.
Adult social care
First contact the service if you wish to make a complaint.
If you are unsatisfied with the response or do not wish to deal with the service, you can contact Halton Borough Council Social Care Services
0303 333 4300
https://webapp.halton.gov.uk/GeneralEnquiry/
If you are still unhappy following your complaint, you can contact the Local Government Ombudsman. You should only approach the ombudsman with a complaint if you feel you have not received an adequate response from the service above.
0300 061 0614
The Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH
How do I complain about local hospitals and community health services
This information applies to all patients in NHS hospitals. It also applies if you’re being treated in a private hospital when the treatment is funded by the NHS.
Contact details
First contact the service if you wish to make a complaint.
If you are unsatisfied with the response or do not wish to deal with the service, you can contact the Patient Advice and Liaison Service (PALS).
Warrington & Halton Teaching Hospitals NHS Foundation Trust
01925 275512
Mersey and West Lancashire Teaching Hospitals NHS Trust
0151 430 1376
Bridgewater Community Healthcare NHS FT
0800 587 0562
How do I complain about primary care (GPs, dentists, pharmacies and opticians)?
You can either complain directly to the provider (which may be better for informal and quick resolution) or you can complain to Cheshire and Merseyside ICB, which funds these services.
0800 132 996
cmicb-cheshire.patientexperience@nhs.net
NHS Cheshire and Merseyside ICB,
No 1 Lakeside
920 Centre Park
Warrington
WA1 1QY
How do I complain about ambulance services
For patient transport services and emergency ambulance, contact North West Ambulance Service (NWAS):
0345 112 6500
https://www.nwas.nhs.uk/get-involved/share-your-experience/complaints/
Patient Experience Team
North West Ambulance Service NHS Trust
399 Chorley New Road
Bolton
BL1 5DP
How do I complain about mental health services?
In Halton, mental health services are provided by Mersey Care NHS Foundation Trust.
Patient Advice and Liaison Service (PALS) and Complaints
You can reach the PALS service on 0800 328 2941 or email: palsandcomplaints@merseycare.nhs.uk
What if I’m unhappy with the result of my complaint?
If you are unhappy with the outcome of a complaint about any NHS provider, you can appeal to the Parliamentary and Health Service Ombudsman.
You can only contact the Ombudsman once the organisation you complained to first have completed their response, or if it has not been sorted out after 6 months.
Parliamentary and Health Service Ombudsman, Millbank Tower, London SW1P 4QP
Support to make a complaint
Independent NHS Complaints Advocacy
Healthwatch Halton provides the NHS Independent Complaints Advocacy Service (ICAS) for Halton. The advocacy service helps people to understand how the NHS complaints process works and supports them where needed. NHS Complaints Advocacy Information.
Who do I complain to about a non-NHS service?
If you would like to complain about private healthcare, or about a social care service (for example day centres, care homes, or carers who help you in your own home), then the complaints process is different.
Social care services are provided by Halton Borough Council. Private healthcare is offered by a range of providers.
If you would like to complain about a non-NHS service (or indeed any health service) contact our information service and we will let you know how to proceed, what support is available, and who you need to contact.
