To remain compliant with current government guidance regarding COVID-19 and to help safeguard the health of our patients, visitors and staff,  the PACT reception area will be closed for the time being.

We are still happy to assist in any way that we can, and we can still be contacted via:

Tel: 0151 529 3287


We are sorry for any inconvenience caused, but thank you for your understanding at this time.

Kind regards,


Aintree University Hospital has a dedicated Patient Advice and Complaints Team (PACT) who deal with comments, concerns and complaints. The team will listen to you, respond in a timely manner and learn from you to help improve our services.


What to do if you have concerns…

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 07977 513 629.


Contacting the PACT team

Visit the help desk: The PACT team has a helpdesk, located on the ground floor of the main hospital building near to main reception. The helpdesk, open Monday to Friday between 9am and 4pm and staff who will be happy to help you deal with any queries or provide advice or support.

Tel: 0151 529 3287 (if we cannot take your call, please leave an answer machine message and we will return your call as soon as possible)

To raise a formal complaint: please call the number above or write to either the PACT team or the Chief Executive at:

Aintree University Hospital

Lower Lane


L9 7AL

Alternatively, you can contact us via email on


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.


Healthwatch - Advocacy

If you require help or support in raising concerns please visit Healthwatch.

Independent Complaints Advocacy:

Tel: 03000 683 000


Healthwatch can provide support in submitting your concerns, as well as offering independent advocacy & guidance throughout the complaints process.


Parliamentary and Health Service Ombudsman (PHSO)

If you’re not happy with how we’ve dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman.

They will review your complaint about the NHS and should they identify any concerns that have not been addressed or resolved they may provide the Trust with suggested recommendations.

Their service is confidential and free.

If you have any questions about whether the Ombudsman will be able to help you or about how to make a complaint you can contact their helpline on 0345 015 4033, email: or fax 0300 061 4000.

Further information about the Ombudsman is available at


Merseyside Society for Deaf People

The video below was produced to support D/deaf patients throughout Merseyside to raise concerns about healthcare services.

Contact details:

Telephone:0151 228 0888

For more information, visit:


  • Patient Advice and Complaints Team (PACT)
    • Comments, Concerns and Complaints.pdf Modified: 11/07/2019 4:03PM | Download:
    • Patients Consent Form.doc Modified: 12/07/2019 11:16AM | Download: