Although Liverpool Primary Care Trust aims to commission and provide the highest quality of services, sometimes it may be necessary for you to contact us about a service. We welcome your feedback as it helps us to improve our services.
If things go wrong, let us know and we will try to put things right and make improvements. We would encourage you in the first instance to raise your concerns directly with staff concerned or the manager of the service. It may be possible to sort out the problem straight away. Making a complaint about our services or the services commissioned by us will not adversely affect your current or future treatment.
We are the lead commissioner of services from a large number of provider organisations including the following:
We also commission services provided by independent General Practitioners (GPs), dentists, opticians and pharmacists.
If you have comments or concern about one of these organisations, we would encourage you to raise the concern directly with the organisation, however you do have the right to raise the concern with us.
Alternatively you may wish to contact our Patient Advice and Liaison Service (PALS), for help and advice on NHS matters. PALS may be able to resolve your concerns informally or can tell you about the complaints procedures and independent complaints advocacy services. For details of how to contact PALS please click here.
How to make a formal complaint about health services
You may make a complaint in writing, by e-mail, telephone or in person. It is important to make your complaints as soon as possible. Usually the NHS will only investigate complaints that are either:
- Made within 12 months of the event
- Made within 12 months of you realising that you have something to complain about
These time limits may be set aside if there are good reasons why you could not complain sooner and providing it is still possible to investigate the complaint effectively and efficiently.
If you wish to make a complaint in writing please send your correspondence to the following address:
Mr Derek Campbell
Chief Executive Officer
Liverpool PCT
No 1 Arthouse Square
61 – 69 Seel Street
Liverpool
L1 4AZ
If you wish to make a complaint by email, please send your correspondence to: LPCTcomplaints@liverpoolpct.nhs.uk
If you wish to make a complaint by telephone please contact the Customer Services Department on the following number 0800 218 2333.
Liverpool Primary Care Trust's Complaints Policy is available for download. For a copy of this file, please click on this link
More information about making a complaint is available by clicking here
