Patient Advice and Complaints Team

PACT supplies information, advice and support to resolve any issues or concerns that arise from using our services. The service can support inpatients and outpatients, as well as their carers and families.

PACT can help you get the information and support you need regarding your care and treatment.

You can talk to PACT who provide confidential advice and support to patients, families and their carers, and can provide information on the NHS.

Our Patient Advice and Complaints Team (PACT) works with patients and staff to improve our service by:

• Offering advice and support to patients, their families and carers
• Listening to concerns and queries
• Helping to sort out problems quickly on your behalf
• The advice we provide is free and confidential

Call 0151 706 4903 (if we cannot take your call, please leave an answer machine message and we will return your call as soon as possible).

Alternatively, you can contact us via email on complaints.royal@liverpoolft.nhs.uk or fill in the form below.

Important information we need from you…

When you submit your concerns, to enable us to log them and begin the process of investigating the issues you have raised, please ensure you provide us with the following information:

1) Your name & appropriate contact telephone numbers as we may need to call you to discuss aspects of your concerns.

2) If you are the patient, then please include 2 items of identifiable information:

• Date of birth
• Full address including postcode
• Patient / hospital number
• NHS number

3) If you are not the patient, then please include 2 items of identifiable information for the patient from the list above.

We may also require written, signed consent from the patient for you to act on their behalf and to allow us to share the patients care or treatment information with you. If you cannot provide consent please advise us of the reasons for this.

Or you can fill out the form below:

First, raise your concerns ‘locally’ with the ward (via the Ward Nurse Manager) or department that your concerns relate to, as this will often result in a timely and satisfactory resolution. Please be assured that should you raise a concern it will not affect your care or treatment in any way.

Matron's Help Phone: Helping Empower Loved Ones and Patients

If your concerns have been unable to be resolved directly with staff on a ward, or are urgent, you can contact our Matron Help Phone. The Matron Help Phone is available 24 hours a day, seven days a week, for patients and families to raise immediate concerns about care on a ward.

To contact the Matron Help Phone, call:

Royal Liverpool University Hospital: 0151 706 3377

Broadgreen Hospital: 0151 282 6747