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Issue:- 28 November 2014

Cancer centre receives second fewest complaints nationally in NHS

THE health trust that provides specialist cancer care for people in Merseyside and Cheshire received the second fewest complaints in the NHS in England from patients and relatives between April 2013 and September 2014.

The Clatterbridge Cancer Centre NHS Foundation Trust received just 19 complaints, coming second only to the Royal National Orthopaedic Hospital NHS Trust which had 12. Papworth Hospital NHS Foundation Trust came next, with 48.

The figures are published 26 November 2014 in a report by the Parliamentary and Health Service Ombudsman, an independent body that investigates cases where complainants are not satisfied with the response they get from the NHS.

The Clatterbridge Cancer Centre, which provides specialist treatment to a population of 3.2m people across Merseyside and Cheshire as well as carrying out ground breaking research and clinical trials, prides itself on putting patients and their relatives and carers first and aims to provide the highest standard of care every time.

It is consistently one of the best-rated trusts in England in national patient surveys and the Friends and Family Test, which asks patients whether they would recommend their healthcare provider.

The Trust also welcomes feedback from patients and relatives/carers, however, and encourages people to complain if they are dissatisfied with any aspect of their care.

Helen Porter, Director of Nursing & Quality at The Clatterbridge Cancer Centre, said:- "Patient feedback is incredibly valuable in helping us provide the very highest quality of care. It tells us how we are doing and where we can improve. We are absolutely thrilled that we received the second fewest complaints in the NHS in England because we want every patient to feel they received the very best care from us. It's equally important, however, that people do complain to us if there is any aspect of their care that they're not satisfied with. We really do value feedback; positive and negative; so we can address any issues and continually improve the care we provide."

The Ombudsman did not uphold any complaints referred to it about The Clatterbridge Cancer Centre in the reporting period.

National Award for Heart and Chest Specialists

LIVERPOOL Heart and Chest Hospital was recognised at the Chief Nursing Officer Summit this week for improving the experience of care for patients and families.

Hosted by Chief Nursing Officer for England, Jane Cummings, the event for senior nurse leaders from across the country incorporated an inaugural 'Compassion in Practice Awards' ceremony.

As the country's leading hospital for overall patient care, Liverpool Heart and Chest Hospital won the prestigious award for embedding Compassion in Practice into its ways of working.

The judging panel, which included representatives from NHS England, NHS Employers, front line healthcare staff and a patient representative, identified that the hospital had delivered demonstrable improvements to patient experience, by taking Compassion in Practice right to the core of the organisation.

It was also noted that the hospital provided evidence of learning from patients and patient experience data, particularly for vulnerable or seldom heard patients

"We are honoured to receive such a prestigious national award. Every member of staff here at Liverpool Heart and Chest Hospital is committed to delivering excellent, compassionate and safe care for every patient, every day. We are delighted that the judging panel have reognised this, alongside our approach to patient and family centred care and our ongoing care of patients whose family members have dementia."  said Jane Tomkinson, Chief Executive.

The awards, organised by NHS Employers, took place in Manchester on Tuesday, 25 November 2014. They brought together NHS organisations from across the country and provided an opportunity to celebrate a number of outstanding organisations, teams and individuals.

For further information about patient and family centred care at Liverpool Heart and Chest Hospital, please visit:-

For further details about the Chief Nursing Officer Summit, please visit:-

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