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Formerly Southport and Ormskirk Hospital NHS Trust

Patient Advice and Liaison Service (PALS)

Our Patient Advice and Liaison Service (PALS) can help with questions and concerns you may have.

Very often issues can be resolved straight away, so please contact PALS as soon as possible. PALS are here to:

  •  Offer advice and support,
  •  Listen to your queries, suggestions or concerns,
  •  Provide information about our Trust and services,
  •  Pass on your compliments,
  •  Our aim is to mediate on your behalf.

If you have concerns about a current inpatient, please speak to the ward manager in the first instance.

Email PALS at soh-tr.pals@merseywestlancs.nhs.uk or telephone 01704 704703. Office hours are 09.00 am to 3.30 pm, Monday to Friday. (Office closes at 4pm)

Please leave a message at other times and on public holidays.

Compliments

We love to hear and share your comments and positive feedback.

Complaints

If you wish to raise a formal complaint, please send your complaint to email address soh-tr.complaints@merseywestlancs.nhs.uk. We ask that you submit your complaint in a bullet point / question format. So that your direct questions of concern can be responded to. For further advice please call 01704 704958. Office hours are 9.00 am to 3.30 pm Monday to Friday (office closes at 4pm). Please leave a message at other times and on public holidays.

Alternatively, you can write to Patient Experience and Complaints team, Mersey and West Lancashire Teaching Hospitals NHS Trust, Town Lane, Southport, Merseyside, PR8 6PN.

All inquiries will be responded to as soon as possible. All formal complaints will be acknowledged within 3 working days in accordance with the NHS complaints regulations. Our Trust aims to provide a response to all formal complaints within 60 working days.

Please note that, if you want to raise a concern on behalf of someone else, we will need their consent before we can share any investigation findings.

For further advice and assistance, you may wish to contact Healthwatch. Healthwatch is an independent organisation that collects and shares feedback from the public to improve health and social care services in England also offering an advocacy service to help and support people wanting to raise an NHS complaint. Further information on Healthwatch and there service can be found on their website www.healthwatch.co.uk or alternatively you can call on 03000 683 000 between the hours of 08:30 – 17:30 Monday to Friday or email enquiries@healthwatch.co.uk

If your questions or concern is about a GP, dentist, pharmacy and opticians please contact NHS England or write to:

  • NHS England, PO Box 16738, Redditch, B97 9PT

Merseyside Society for Deaf People’s access service have produced this video for people who are hard of hearing:

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