Customer Care Team
The Liverpool Heart and Chest Hospital Customer Care Team are responsible for ensuring that concerns and complaints are managed proactively and within national timescales. We have a proactive approach in engaging with patients, their carers and families.
Alison Gallie, Customer Care Officer, and Lisa Gurrell, Customer Care Manager, are available to listen to any of your views about LHCH
The Customer Care Team also manages the production of all patient information for the Trust and the recruitment of the Trust’s volunteers.
The LHCH Customer Care team offers a completely impartial service and is here to assist you prior to, during and after your visit to the Trust with the following:
- Help, advice, support and information to patients, their families and carers
- Listen to your concerns and suggestions
- Resolve problems quickly on your behalf
- Provide information about NHS Services
- Provide support for vulnerable patients
- Assist you making a complaint
The views of patients, relatives and carers are important to us as they enable us to develop and provide the highest standards of care that our patients deserve. If you would like to share your story with us, we would like to hear about your experiences on all aspects of the care at Liverpool Heart and Chest Hospital.
To pass on your comments or compliments of your experience please contact our Customer Care Team who will be happy to hear from you. You could share your patient or relative story with us.
We will do everything possible to make sure you are treated with respect and dignity whilst you are a patient at Liverpool Heart and Chest Hospital NHS Foundation Trust. If you are unhappy, however, with any aspect of your treatment or the attention you have received, we would like to know so that we can quickly identify the problems, learn from your experience and improve our services accordingly.
If you have a concern or complaint you should:
- In the first instance or, wherever possible, speak to a member of staff or the manager of the ward or department concerned.
- If you are still not satisfied, then the next course of action is to contact the Customer Care Office on 0151 600 1517 or 0151 600 1257 or email firstname.lastname@example.org.
Alternatively, address your concern or complaint in writing directly to our Chief Executive at the following address:
Liverpool Heart and Chest Hospital NHS Foundation Trust
For further information please view the How to raise your concerns or make a complaint leaflet.
Information for Patients - Privacy and Dignity
Ensuring the privacy and dignity of our patients is an important part of the overall patient experience that we aim to provide for our patients at Liverpool Heart and Chest Hospital.
We believe that patients should not have to sleep in the same area as, or share a bathroom with, members of the opposite sex. This is why our Trust has recently provided additional bathing areas for our patients and reviewed the way in which our in-patients are allocated to beds.
We are compliant with the Government’s requirement to eliminate mixed-sex accommodation, except when it is in the patient’s overall best interest, or reflects their personal choice. We have the necessary facilities, resources and culture to ensure that patients who are admitted to our hospital will only share the room where they sleep with members of the same sex and same-sex toilets and bathrooms will be close to their bed area. Sharing with members of the opposite sex will only happen when clinically necessary (for example where patients need specialist equipment such as in the Post-Operative Critical Care Unit (POCCU).
You can find out more about privacy, dignity and same-sex accommodation on the Department of Health website.