We encourage all of our patients, their carers or relatives to speak up if they have been dissatisfied with the standard of care in our Trust. You should tell a member of staff as soon as you are aware of the problem. With most concerns an explanation and reassurance can be provided straight away and any issues resolved. If you don’t feel comfortable doing this you can contact the Patient Relations Team.

We would like to assure all our patients, their relatives and carers, that we will never penalise a patient in any way or treat them differently as a result of raising a complaint or concern. If you feel you have been discriminated against as a result of making a complaint, please let our Patient Relations Team know.

Yes, the complaint should be made:

  • Within 12 months of the of the date on which your concern occurred
  • Within 12 months of the date of when you became aware of the complaint

Where a complaint falls outside of the 12 months, the Patient Relations team may extend the timescales, if they are of the opinion that the Complainant had good reasons for not making the complaint sooner.

If you wish to seek independent information, advice, support or representation during the course of your complaint you can contact:

  • Empowerment Advocacy (FY1, FY2, FY3 and FY4 areas) – Telephone 01253 477959
  • N-Compass Advocacy (Rest of Lancashire area) – Telephone 0345 0138 208

A member of the Patient Relations Team will try and contact you within three working days of receiving your complaint, to discuss your concerns, provide advice on the best way to deal with them and discuss if you would prefer a written response or attend a meeting with the investigating team and how long this is likely to take.

We will make every effort to try and resolve your complaint or concern. If you are not happy with the response you receive let us know as soon as possible by contacting the Patient Relations Team who will discuss with you a further response or meeting. Should you be dissatisfied with the Trust’s response then you can contact the Parliamentary and Health Service Ombudsman (PHSO).  The Ombudsman can review the way your complaint has been handled.  Contact should be made to the PHSO within 12 months from the date you initially raised your complaint with the Trust or within 12 months of you becoming aware of an issue.

You can contact the Ombudsman by:

Website: www.ombudsman.org.uk

Email: phso.enquiries@ombudsman.org.uk

Telephone: 0345 015 4033 (Mon – Fri 8.30am – 5.30pm)

Write to: The PHSO, Millbank Tower, Millbank, London, SW1P 4QP