We always aim to deliver a positive experience to all of our patients but unfortunately on occasion, we may get things wrong. It is important that we are aware of when you feel we have not provided a good service and that we learn from those experiences and always strive to achieve better.
Please be assured that, should you need to raise a concern or make a complaint, it will not affect your treatment in any way.
Always speak to ward or clinic staff if you:
- Have any queries
- Are unhappy or concerned with an aspect of the Trust’s services.
Most often, our staff can deal with your enquiry straight away. However if you feel they cannot help or you do not wish to speak to them you can contact our Patient Advice and Complaints team.
Patient Advice and Complaints Team (PACT)
Aintree University Hospital has a dedicated Patient Advice and Complaints Team who deal with comments, concerns and complaints. The team will listen to you, respond in a timely manner and learn from you to help improve our services.
Contacting the PACT team
Visit the help desk: The PACT team have a helpdesk, located on the ground floor of the main hospital building near to main reception. The helpdesk, open Monday to Friday between 9am and 4pm, is staffed by volunteers and members of staff who will be happy to help you deal with any queries or provide advice or support.
Telephone: 0151 529 3287
Fax: 0151 529 2019
Write to us: Concerns and complaints can be sent for the attention of the PACT team or the Chief Executive at:
Aintree University Hospital NHS Foundation Trust
Email us: firstname.lastname@example.org
Healthwatch - Advocacy
If you require support in raising a concern or making a complaint, you can contact Healthwatch Independent Complaints Advocacy at: The Gateway Conference Centre 71 London Road Liverpool L3 8HY.
Advocacy Telephone: 0808 801 0389
Advocacy Email: email@example.com
Alternatively, contact the Patient Advice and Complaints Team to discuss the support you require.
Accessibility and translation services
If you require information in different formats including other languages, Braille or audio, please contact the Patient Advice and Complaints Team on the above number.
Tell us, in advance of your appointment, if you need an interpreter or advocate to help explain things to you during your admission.
Parliamentary and Health Service Ombudsman (PHSO)
If you’re not happy with how we’ve dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman.
They will review your complaint about the NHS and should they identify any concerns that have not been addressed or resolved they may provide the Trust with suggested recommendations.
Their service is confidential and free.
If you have any questions about whether the Ombudsman will be able to help you or about how to make a complaint you can contact their helpline on 0345 015 4033, email: firstname.lastname@example.org or fax 0300 061 4000.
Further information about the Ombudsman is available at www.ombudsman.org.uk.