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.

You can also complete one of our Friends and Family Surveys - available for inpatients, outpatients, radiology and neurophysiology patients. Click here for more details.

Raising a concern or making a complaint    

If you are unhappy with the service, care or treatment provided, you may wish to raise a concern or make a complaint. We advise that you should speak to the ward manager or matron, head of department or doctor in charge of your care at the earliest opportunity to let them know that you are not happy to give them an opportunity to put things right for you.  

Alternatively, you may wish to contact our Patient Experience Team by telephoning on 0151 556 3093/3091 or 3090 Monday – Friday, between 9am - 4pm or by emailing It would be helpful to include your full name, NHS number or hospital number and date of birth. We will review the information provided and contact you within three working days and advise how we will support as raising either an informal concern or complaint. We will undertake an appropriate review or investigation and evaluate our findings then inform you of the outcome. 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.   

Liverpool Advocacy Hub - You might prefer to talk to someone independent. You can get help and advice from Liverpool Advocacy Hub who will advocate on your behalf. You can contact them on: Telephone: 0300 3030 629 or email at or visit their website at 

Please see this page for more information about making a complaint

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 9am – 4pm and can be contacted by: 

Calling 0151 556 3091 / 3090 or 3093 

Emailing the Patient Experience Team at

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: 13 December 2023