Sharing your thoughts with us
Get in touch with the Patient Experience Team:
Online
@ Email: bfwh.patientexperienceteam@nhs.net
Web: https://www.blackpoolteachinghospitals.nhs.uk/services/patient-experience
Facebook: https://www.facebook.com/PatientExperienceBTH
X/Twitter: @BplPatient_Exp
Comments can also be shared publicly on the Care Opinion
website: careopinion.org.uk
In writing
Post:
Chief Executive, Blackpool Teaching Hospitals
NHS Foundation Trust, Blackpool Victoria
Hospital, 2nd Floor Main Entrance, FY3 8NR
? Survey: Friends and Family Test surveys
(ask a member of staff)
Get in touch with the Patient Relation Team:
By Telephone: Leave a message with patient Relations Team voicemail on: 01253955588 or 01253955589
By Email: bfwh.patientrelations@nhs.net
How do I make a formal complaint?
You should always request to speak to the Service Manager if you
have concerns about your community care, or the Ward Manager or
matron if you are in Hospital. For out of hours concerns please call
the Hospital switchboard on 01253 300000 and ask for the Matron
on duty.
We also offer a dedicated HELP phone line, if at any time you think
you or your loved ones care is not meeting your needs, you should
contact 01253 955305.
If you cannot resolve the matter with the staff from the service,
please contact the Patient Relations Team for help and advice on
01253 95 5588/89 or e-mail bfwh.complaints@nhs.net.
To submit a formal complaint you must ensure you:
Put it in writing or e-mail within 12 months of the incident.
Clearly bullet point the questions you wish to be investigated.
If you are complaining on someone else’s behalf please include
their written consent. If they are deceased send ‘proof of
representation’ (for example a copy of the Will naming you as
the Legal Executor, or a Grant or Probate) and post it to
Patient Relations Department, Blackpool Victoria Hospital, Whinney Heys Road, Blackpool FY3 8NR.
• We will acknowledge receipt within three days.
• We will investigate and respond within 25-40 working days,
depending on the complexity of your complaint.
• If you’re unhappy with our response, let us know in writing
or e-mail in the addresses listed above, highlighting which
aspects require more information or clarification.
Who else can help me with my complaint?
If you need help with making a complaint, advice and support is
available from the Hospital and independent organisations:
Patient Relations Team
See contact details on inner page of this leaflet
Blackpool Advocacy Hub
Web: https://empowermentcharity.org.uk/blackpooladvocacy-hub/
@ Email: info@blackpooladvocacyhub.org.uk
Phone: 0300 323 0251
Advocacy Focus
Web: advocacyfocus.org.uk
@ Email: admin@advocacyfocus.org.uk
Phone: 0300 323 0965
I’m unhappy with the response, what else can I do?
If our response has not resolved your complaint, the independent
Parliamentary Health Service Ombudsman (PHSO) provides helpful
information and may be able to investigate.
PHSO
Web: ombudsman.org.uk – click ‘Making a complaint’
@ Email: phso.enquiries@ombudsman.org.uk
Phone: 0345 013 8208
So we can provide you with a response, please tell us your:
Name:_ ________________________________________________
Address:_______________________________________________
______________________________________________________
_____________________________ Post code:________________
Telephone: (_______)____________________________________
Email:__________________________________________________
Now briefly summarise your feedback:_ _______________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
_____________________________________________________
Please post it to the address in this leaflet for the Patient Relations Department
or
Post it in one of the feedback boxes in any ward or clinic area.
