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Patient and Family Experience Team

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 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 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.

 

PFCC Journey 22

Contact us

Your feedback is most important to us and you can share your feedback by completing the form below and indicating why you are contacting us, for example if you have an enquiry or wish to share a compliment. Furthermore, you may wish to share your patient story, as we use patient and family stories to share with staff and also at our trust board or relevant committee meetings so we can hear your experience in your own words.

If you are unhappy with the service or care provided you may wish to raise a concern or a complaint. Please see this easy read guide to raising a concern for more information. We will review the information provided and contact you within three working days and advise how we will proceed. We will undertake a thorough, appropriate review or investigation and evaluate our findings and inform you of the outcome, in the way you have requested to be contacted. We will also inform you if we need to make any changes or improvements as a result of lessons learnt from your experience. 

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.   

Healthwatch also provide a free advocacy service to support you during the complaints process. For further information, please contact them on 03000 638000 or email at enquires@healthwatch.co.uk

Alternative contact details

Alternatively, The Patient Experience Team are available  Monday- Friday 9.00 am – 4.00 pm and can be contacted by:

  • Telephoning  0151 556 3090 / 3091 / 3093.  
    Please note that when lines are busy, calls are directed to our answer phone service and will be returned as soon as we are able.
  • Emailing the Patient Experience Team at wcft.patientexperienceteam@nhs.net
  • Writing to:
    Patient Experience Team
    The Walton Centre NHS Foundation Trust,
    Lower Lane,
    Fazakerley,
    Liverpool,
    L9 7LJ

 

Other ways of providing feedback  

You can provide feedback about the service you have received on the NHS.UK or Care Opinion websites. We always endeavour to respond to these reviews as soon as possible. You can also get in touch with us on social media, through Facebook or Twitter.

The team are available Monday- Friday 9.00 am – 4.00 pm and can be contacted by: 

Calling 0151 556 3091 / 3090 or 3093 

Emailing the Patient Experience Team at patientexperienceteam@thewaltoncentre.nhs.uk 

Writing to the Patient Experience Team at The Walton Centre NHS Foundation Trust, Lower Lane, Fazakerley, Liverpool, L9 7LJ 

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Page last updated: 03 November 2022