Patient and Family Experience
We understand that attending hospital can be a difficult and frightening experience. The Patient and Family Experience Team provides a confidential support and advice service to patients and their families, as well as helping to resolve enquiries and concerns on their behalf. This can be prior to, during or after their visit to The Walton Centre and they can be contacted in various ways including telephone, email or in person.
We pride ourselves on working together with patients, families and carers to resolve enquiries, concerns or complaints in a timely way; explaining our actions, learning and evidencing how services will be improved as a result.
We recognise and respect that families are diverse, and a family member is not always a blood relative of a patient, but we will need the consent of patient in order for another person to raise a concern on their behalf.
We follow six key stages to ensure the patient and family journey is the best it can be. See the poster below for more information.
Staff at The Walton Centre are available to support and guide any family or friends following the loss of a loved one. We have prepared this information to help you, particularly around the formalities which can be difficult to deal with so soon following bereavement.
Contact us
Appointments or referrals
If you are waiting for a hospital appointment or have been referred to The Walton Centre, please contact the Patient Access Centre on 0151 556 3213, Monday to Friday 8am to 6pm. They can advise you how long you might wait before being invited to book an appointment. You can also ask to be added to the cancellation list by contacting the team.
Admission – Waiting times
If you are on the waiting list for admission, it is best to contact your Consultant’s secretary directly. If they are not available to answer your call, you can leave a message, and they will return your call. They can provide the most accurate information about when you are likely to be admitted. If you do not know their direct number call switchboard on 0151 525 3611.
Compliments
We love to hear and share your comments and positive feedback. Compliments can be sent to wcft.patientexperienceteam@nhs.net or alternatively you can complete the form below.
Raising a concern or making a complaint
If you are unhappy with the service, care or treatment provided, you can:
- Speak directly to staff — Talk to the ward manager, Head of Department, or Doctor in charge of your care to let them know that you are not happy, and to give them an opportunity to put things right for you.
- Patient Experience Team — If you prefer, you can contact the Patient Experience Team who are available Monday- Friday, 9am – 4pm, via:
- 0151 556 3091 / 3090 or 3093 (if lines are busy, please leave a message and your call will be returned as soon as possible)
- wcft.patientexperienceteam@nhs.net
- The Patient Experience Team, The Walton Centre NHS Foundation Trust, Lower Lane, Fazakerley, Liverpool, L9 7LJ
It is helpful to include your full name, NHS number or hospital number and date of birth.
What happens next?
- The team will review your information and aim to contact you within three working days.
- They will advise whether your issue will be handled as an informal concern or a formal complaint.
- An appropriate review or investigation will be carried out.
- You will informed of the outcome, and any changes or improvements made as a result of your feedback.
Please note that NHS complaints must be submitted within 12 months of the date the care was provided, or from the date you became aware of the issue.
Please be reassured that your care and treatment will not be affected in any way as a result of you raising a concern or making a complaint.