Patient Advice and Complaints Team (PACT)

  • Need Advice?
  • Have a concern?
  • Want to make a complaint or share a compliment?

PACT can help you.

  • We will offer advice and support and information about NHS services
  • Listen to all your comments and feedback, ensuring all positive feedback is shared with colleagues
  • Help to have your complaints resolved quickly
  • Support you if you have a complaint that needs to be investigated

 

How to contact PACT

You can complete our online feedback form to share your thoughts on our services. This could be to compliment a team or colleague for the care they delivered, or complaint, if you were unhappy with treatment, you or a loved one received.

If you have a concern, we recommend you raise it locally with the ward manager/ nurse in charge, or department. This will often result in a timely and satisfactory resolution.

If this approach does not resolve your concern, then please  complete our online feedback form to make an official complaint. PACT are also available on site from 10am-4pm, Monday-Friday.

PACT are available from 9am-4pm Monday to Friday. Outside of these times you can leave a voicemail message or send an email and the team will call or return your email as soon as possible.

  • Tel: 0151 706 2380
  • Email: PACT@liverpoolft.nhs.uk 

You can also visit us at any of our hospitals between 10am-2pm, Monday to Friday. You do not need to make an appointment, but we may ask you to return at a later pre-arranged time if our colleagues are all supporting others.

  • Aintree University Hospital: Main entrance, ground floor, PACT office
  • Royal Liverpool University Hospital: Prescot Street entrance, Ground Floor, PALS office
  • Broadgreen: Next to general reception desk, Main entrance, Broadgreen Hospital, Thomas Drive

 

Matron’s Helpline: Helping Empower Loved Ones and Patients

If your concern is regarding an urgent patient safety issue on a ward, we ask that you call the Matron Help Phone on:

Aintree University Hospital: 0151 706 9999

Broadgreen Hospital: 0151 282 6305

Royal Liverpool University Hospital: 0151 706 3377

 

N-Compass - Liverpool Advocacy Hub

If you require help or support in raising concerns, please visit the N-Compass website. The Hub is an independent and confidential single point of contact for Independent Statutory and non-Statutory Issue Based Advocacy. The Hub provides immediate information and support to guide you to the appropriate service. When you contact the Hub, you will be greeted by a trained and experienced Advocate who will support your query. To access the service, phone: 03003030629.