Compliments & Complaints
Who can compliment, comment or complain?
Anyone who is receiving, or has received, NHS treatment or services can compliment, comment or complain. If you are unable to make a complaint yourself, then someone can act on your behalf with your written consent. We can accept complaints from:
- A person acting on behalf of a child, normally the parent or legal guardian.
- A person acting on behalf of a patient who has died, normally the next of kin.
- Someone who has suffered hardship or injustice as a result of actions of the NHS.
How to make a formal compliment, comment or complaint about health services
You may make a compliment, comment or complaint in writing, by email, by telephone or in person.
To raise concerns on an informal basis, or ask for help and advice please contact our PALS (Patient Advice and Liaison Service). The PALS telephone number is 0300 7900 224. The PALS line is manned between 9am and 4.30pm and has a 24 hour, seven day a week answer machine in place.
If you are making a formal complaint, it is important to make your complaint as soon as possible. Usually the NHS will only investigate complaints that are either:
- Made within 12 months of the event; or
- 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 would like support from an external body you can contact the Merseyside and Cheshire Healthwatch Advocacy. They are a free, impartial and independent service for people wishing to complain, or have already complained about services provided by the NHS and can be contacted on 0808 801 0389.
To make a formal compliment, comment or complaint please contact our Customer Service Team:
Liverpool Community Health
Customer Services Department
Liverpool Innovation Park