Lancashire Care Hearing Feedback Team


Hearing Feedback Team

Please contact our Hearing Feedback Team if you have any questions about the information provided below, or if you have any feedback.

Our Customer Care Policy can be found by following this link

Telephone:01772 695315
Email:Hearing.Feedback@lancashirecare.nhs.uk
Address:
Hearing Feedback Team
Lancashire Care NHS Foundation Trust
Sceptre Point
Sceptre Way
Walton Summit
Bamber Bridge
Preston
PR5 6AW

To download a copy of the Hearing Feedback & How to Make a Complaint leaflets please click on the links below:

Hearing Feedback leaflet

How to Make a Complaint (Easy Read)

To listen to an audio copy of the Hearing Feedback leaflet please click on the play button link below

Link to follow

Compliments and Comments

At Lancashire Care NHS Foundation Trust we encourage people to write a compliment when they are pleased and satisfied with services and treatment. The Hearing Feedback Team receive details of all thank you cards, letters and compliment forms sent to local services. These are reported to the Trust Board quarterly and annually.

If you wish to send a compliment or comment to any of our staff, wards or services, please do so. It gives valuable feedback and acknowledges the positive work that is carried out each and every day. You can send a card or letter, or fill in a form which you can download by clicking on the link below:

Compliments, Comments and Complaints Form

Resolving Problems

We want everyone to receive the highest standard of care. If you feel we have not achieved this please let us know. Your comments and complaints can help us to improve our services.

Some problems can be dealt with on the spot by the staff providing your care. Please speak to the person in charge of the ward, clinic or department if you have any problems or concerns. It is hoped that most matters can be dealt with straight away.

Making a Complaint

If your problem cannot be settled informally by talking to a member of staff then you may wish to make a complaint. This should be done as soon as possible but no longer than twelve months after the problem has arisen. Please remember that;

  • Your complaint will be treated in confidence
  • Details of it will not be filed in your medical records
  • It will not affect your treatment in any way

When making a complaint it is helpful if you list all the concerns you have. We can then make sure each point is addressed fully in our response. There are several ways for you to make a complaint:

  • You can complete a Complaints form provided by Lancashire Care staff, who can also help you fill the form in. Or you can download a copy of the Complaints form by clicking on the following link: Compliments, Comments and Complaints Form
  • You can write a letter outlining your problems and either post or email it to the Hearing Feedback Team
  • You can telephone the Hearing Feedback Team and speak to someone who will put it in writing for you. This written complaint will then be posted out for you to confirm the details, sign and return to us in a pre-paid envelope.

If you are making a complaint on behalf of someone else we will usually need to write to them asking for their consent. This is so that we can provide you with details about their treatment and care. If you do not find this suitable then please contact us to discuss it further.

What we will do?

After we have received your complaint we will acknowledge it in writing within three working days. An investigation into the matter will then take place. You should receive a full response from us within 25 working days unless a different timescale is agreed between you and the investigator. In the unlikely event that a response will take longer than this we will write to you explaining the reason for the delay.

However, if you are not satisfied with our response, you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of government and the NHS. Her service is confidential and free. There are time limits for taking a complaint to the Ombudsman, although they can waive them if they think there is a good reason to do so.

If you have any questions about whether the Ombudsman will be able to help you, or about how to make a complaint, you can contact their helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk or fax 0300 061 4000.
Further information about the Ombudsman is available at www.ombudsman.org.uk

You can write to the Ombudsman at:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

If you need any help or advice to make your complaint to the Ombudsman you can contact your local Independent Complaints Advocacy Service (ICAS). ICAS provides independent advocacy for people who have a complaint about the NHS. If you require any independent support in progressing your complaint through the Health Service Ombudsman, you can contact the Independent Complaints Advocacy Service (ICAS) on 0845 1203 735.

Who else can help me?

If you need any independent help of advice on making a complaint, the Advocacy Services can help you and be contacted as follows:

Advocacy Access
Tel: 0345 456 3210
Text Phone: 07886 744 634
Fax: 0300 323 0966
Email: contact@advocacyaccess.org.uk

Blackpool Residents

If you are a Blackpool resident you can contact Empowerment directly on 6a Skyways, Amy Johnson Way, Myraid House, Blackpool, FY4 2RP
Tel: 01253 405959
Email: admin@empowermentcharity.org.uk
Web: www.empowermentcharity.org.uk

The Department of Health's website also has information on the NHS complaints procedure: www.dh.gov.uk