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Governance Leaflets

Each of the Governance leaflets are detailed below, select the heading of the one you would like to view and the content will expand with an option for you to download the PDF version.

Leaflets can be made available in difference formats on request, to view in a different language select the language change in the bottom left of the screen.

We would really like some feedback on our e-leaflets. If you could take a couple of minutes to complete our short feedback form by clicking here that would be much appreciated.

If you would like to make any suggestions or comments about the content of this leaflet, then please contact the Patient Experience Team on 0151 702 4353 or by email at Pals@lwh.nhs.uk.

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Please note that Google Translate is the tool that is used to translate information on our website to other languages. Google Translate is a global tool that is not under Liverpool Women’s control. Therefore whilst you may use Google Translate for useful simple translations, it should not be relied upon as a substitute for official translation services that are provided by the Trust. Please take particular notice of this when you are using the translation feature for patient information that contains detailed clinical information. Speak to a member of staff when you visit the Trust if you require any translation support.

  • Being Open and the Duty of Candour

    The leaflet is detailed below, or you can download the 'Being Open and the Duty of Candour' leaflet in PDF.

    This leaflet provides information to support you with our Trust’s “Being Open and Duty of Candour” policy at Liverpool’s Women’s Hospital

    You may have been given this leaflet because you or a patient you are supporting has been in involved in a Duty of Candour incident.

    This leaflet explains what Duty of Candour incident is and what you can expect to happen next, when an incident affects you.

    What is the Duty of Candour?

    The definition of Candour is ‘being open and honest’.

    Liverpool Women’s Hospital is committed to delivering safe, high quality care. However we also recognise that healthcare is complex and situations can change rapidly and unexpectedly.

    On occasion things do not go to plan and despite our best intentions and safety checks being in place, a patient may be harmed whilst in our care. A legal Duty of Candour reinforces theBeing Open’ principles that we already deliver. The duty asks that healthcare providers ensure that patients, or their families (when the patient lacks capacity to make a decision regarding their own care or is deceased), are told openly, honestly and in a timely manner when mistakes happen, which are believed to have caused significant harm.

    Being open involves:

    • Swiftly providing a truthful account detailing clearly what we know about the incident.
    • Apologising that harm was caused.
    • Providing support to patients and/ or people involved or affected by the incident.
    • Investigating why the incident happened and sharing the investigation findings with you.
    • Communicating any learning for the Trust from your experience and explaining and explaining how we plan to prevent it happening again.
    • Duty of Candour does not affect your right to complain. You can make a formal complaint if you are not happy with any aspect of your care.

    Which Incidents are affected by Duty of Candour? 

    Duty of Candour applies where there has been a “notifiable safety incident” (an unintended or unexpected event which leads to harm of a patient receiving NHS care) which has resulted in one or more of the following categories of harm:

    Harm maybe defined as injury (physical or psychological) disease, suffering, disability or death.

    Moderate harm

    Means an incident has occurred resulting in a moderate increase in treatment and/or which caused significant, but not permanent harm

    A moderate increase in treatment includes:

    • Unplanned return to surgery
    • Unplanned re-admission
    • Prolonged episode of care (4-15 days extra care)
    • Extra time in hospital or as an outpatient
    • Cancelling of treatment because of harm caused
    • Transfer to another area such as intensive care

    Severe harm

    Means a patient safety incident that appears to have resulted in permanent harm (permanent lessening of bodily functions, sensory, motor, physiological or intellectual, including removal of wrong limb or organ or brain damage)

    Psychological harm

    This means psychological harm which is experienced or is likely to be experienced for a continuous period of at least 28 days.

    Death of a patient

    The next of kin and/or family will be informed of the incident. The coroner’s report will be provide a key source of information that will help to complete the detail of the event leading up to the incident.

    What can I expect to happen?

    Initial notification

    A senior member of staff from your healthcare team will contact you and, where possible, meet with you to notify you of the incident. We hope to do this as soon as possible, but initial notification should happen within 10 working days from the point that we realise an incident has occurred.

    This designated person will ensure that during the initial discussion you are informed of any details relating to the incident that we are aware of at that time. There will also be an opportunity for you to ask questions and make comments that will be part of our investigation, as your view of the incident is important to us. You can provide questions or comments when you meet with us via letter, email or over the phone. A review of the care received will then be carried out to agree the appropriate level of investigation to be undertaken.

    Investigation

    An investigation will then be completed within 60 working days, to fully review the incident and a report will be written. The final investigation findings will be shared with you in writing with an opportunity for a meeting to discuss the report, incident and any outcome or learning points for the Trust. The outcome of the report will be shared with you within 10 working days of the investigation being completed.

    We would like to ensure that patients and their carers are fully supported during this process, so if you wish your family or other carer to also be present during any discussions, please let us know as soon as possible.

    What treatment and care will I receive after the incident?

    You can expect to continue to receive all future treatment with respect, compassion and dignity. Nevertheless, should you wish to receive treatment from another team or organisation , we would be happy to discuss this with you, although there maybe circumstances where this may not be clinically appropriate. 

    Questions or Support

    If you have any questions relating to the Duty of Candour then you can contact the Patient Experience Team on 0151 702 4353

    Patients who require this information in an alternative format:

    For patients whose first language is not English we will arrange an interpreter to be available for any meetings or discussions and any written communication will be translated for you, including this leaflet. Any other requests for alternative formats of this leaflet can be made via the Patient Experience Team.

    Can I Complain?

    Duty of candour does not affect you right to complain. You can make a formal complaint if you are not happy with any aspect of your care

    To make a formal complaint you can contact the Patient Experience Team in one of the following ways

    • By writing to the Chief Executive at Liverpool Women's NHS Foundation Trust, Crown Street, Liverpool L8 7SS
    • By telephoning the Patient Experience Team on 0151 702 4353

    By email via pals@lwh.nhs.uk

     

  • Comments, Suggestions, and Complaints

    The leaflet is detailed below, or you can download the 'Comments, Suggestions and Complaints' leaflet in PDF.

    At Liverpool Women’s we are continually working to ensure that our women, babies and their families have a positive experience. We aim to provide the highest standards of care and facilities to all our patients and visitors.

    We accept that sometimes you may have some comments, suggestions or complaints about your experience that you wish to share with the Trust.

    We welcome your feedback to help the Trust continually improve the services we provide.

    We have a flexible process in place to assist our patients and visitors if they have any comments, suggestions or complaints they wish to bring to the attention of the Trust.

    There are a number of ways you can do this:

    Verbally

    Often the best way of raising a concern is to speak to a member of staff in the ward or department, or if you wish you can ask to speak to a Manager or Matron. In many cases the matter can be promptly resolved to your satisfaction.

     

    PALS

    (Patient Advice Liaison Service):

    Our dedicated PALS Team based at Liverpool Women’s NHS Foundation Trust, Crown Street, Liverpool, L8 7SS are here to help you with any comment, suggestions or complaints and would welcome your feedback. There are a number of ways you can contact the team:

    Monday to Friday between 08:30 and 16:30

    • You can telephone them on 0151 702 4353. If they are away from their desk when you call, please leave your name and contact details and we will get back to you as soon as possible. The PALS Team will return your call within three working days.
    • The PALS Room is located opposite Main Reception. If the office is empty please ask Main Reception to call the PALS Team and one of the Team will come out and discuss your concerns with you.

    Outside of these hours you can:

    • Use the same number to leave your contact details or leave them with the receptionist. The Team will contact you on the next working day.
    • Contact the duty manager via the main hospital switchboard on 0151 708 9988.

    In writing

    If you prefer to put your comments or suggestions in writing or make a formal complaint please send them by email: PALS@lwh.nhs.uk or post to:

    PALS
    Liverpool Women’s NHS Foundation Trust
    Crown Street
    L8 7SS

    If you wish to make a formal complaint directly to the Chief Executive Officer (CEO) or if you are not satisfied with the process or outcome following your contact with the PALS Team please write to:

    The Chief Executive
    Liverpool Women’s NHS Foundation Trust
    Crown Street
    Liverpool
    L8 7SS

    It will help if you can tell us:

    • Your full name, address and telephone number
    • Your preferred method of contact – in writing, telephone or email
    • Your patient hospital number (if known)
    • The dates of your stay in hospital or outpatient appointment/s
    • The ward or department concerned and the names of any relevant personnel
    • Details of your complaint

    Questions & Answers

    Will details of my complaint be held on my hospital records?

    No. All information and details of complaints are held by the PALS/Patient Experience Team. Your patient hospital notes will not contain any information to indicate that a complaint has been made.

    Do complaints need to be made within a certain time limit?

    The Trust will investigate complaints that are made within 12 months of an event. Every effort will be made to address and resolve the concerns received about care before this time but it may not be possible.

    Are complaints treated in confidence?

    Yes. The Trust respects patient confidentiality at all times.

    What happens if I make a complaint to the Chief Executive and I am dissatisfied with the response?

    The Trust will make every effort to make sure we investigate your concerns thoroughly and answer your questions. If you remain dissatisfied, you may wish to refer your complaint to the Parliamentary Health Service Ombudsman (PHSO). The Ombudsman is not obliged to investigate every complaint, with the decision on any action being entirely at his/her discretion. It should be noted that the Ombudsman would not usually review a case that has not been through the NHS Complaints Procedure, as detailed in this leaflet, or a case that is being handled by solicitors or the courts.

    What do I do if I need help dealing with a concern or a complaint?

    If you would like help when making a complaint, The Healthwatch Independent Complaints Advocacy (HICA) would be happy to assist. HICA is an independent organisation which will provide information, advice and support to the public on issues relating to the Health Service. You can contact them at:

    Healthwatch Liverpool
    4th Floor, LCVS Building
    151 Dale Street
    Liverpool
    L2 2AH

    Call: 0300 77 77 007 between the hours of 09:00 – 17:00 Monday to Friday.

    Email: enquiries@healthwatchliverpool.co.uk

    It is recognised that patients do, at times, wish to make a complaint but they may feel too unwell or unable to deal with the matter themselves. In such circumstances, we would be willing to accept a complaint from a close relative, (e.g. husband, wife, son, daughter), friend or advocate on the condition that a written consent, signed by you, is provided stating that you have nominated a named person to act on your behalf in respect of the complaint.

    In cases where a patient is incapable of providing consent, a close relative or next of kin may be accepted as the complainant.

    Parliamentary Health Service Ombudsman

     

    11th Floor
    Millbank Tower
    Millbank
    London
    SW1P 4QP

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