Comments, compliments, concerns and complaints

Comments, compliments, concerns and complaints

We are always keen to hear about your experience — as a patient, a carer or member of our local community. We appreciate all feedback. We want to make sure we are open, honest and transparent commissioners of care. It is our intention to be truthful in all our dealings with patients and the public. We want people to freely share their views – positive or negative. These could regard any matter, such as concerns about your choices as a patient of the NHS or how long you have had to wait for treatment. You can get in touch with us in a variety of ways no matter what your feedback relates to. We will also encourage our staff and member practices to share information with us when they are concerned.

To  make a comment about a service you have received from the NHS whether it to tell us something positive or to express a concern or complaint, in the first instance, speak to the provider of the service you are concerned or unhappy about. The following contacts will help:

My compliment/comment/complaint is about the hospital

Blackpool Teaching Hospitals NHS Foundation Trust has a dedicated Patient Relations Team to deal with all queries and concerns relating to the services it provides.

The Patient Relations Team will make sure that your complaint or concerns are dealt with quickly and efficiently by working with other hospital departments and the Trust’s external partners.

Patient Relations Team contact details:

Formal complaints can be sent to:

  • complaints@bfwhospitals.nhs.uk
  • Chief Executive, Blackpool Teaching Hospitals NHS Foundation Trust, Blackpool Victoria Hospital, Whinney Heys Road, Blackpool, FY3 8NR

My compliment/comment/complaint is about my GP surgery, dentist, opticians or pharmacy service

NHS England commissions these services and welcomes concerns, compliments and complaints.

  • 0300 311 22 33
  • england.contactus@nhs.net If you are making a complaint please state ‘For the attention of the complaints team’ in the subject line.
  • www.england.nhs.uk
  • NHS England, PO Box 16738, Redditch B97 9PT

My compliment/comment/complaint is about the CCG or services that we commission

To make a make a compliment, comment or complaint about the CCG or any of the services that we commission you can use the online form below or contact us at:

Blackpool residents:

Complaints team
NHS Blackpool CCG
Blackpool Stadium
Seasiders Way
Blackpool
FY1 6JX
Email: blackpool.ccgcomments@nhs.net 

Fylde and Wyre residents:

Customer Care Team
Jubilee House
Lancashire Business Park
Leyland
PR26 6TR

Freephone: 0800 032 2424
Telephone: 01772 777952
Textphone: 01772 227005

Email: MLCSU.customercarelancashire@nhs.net

Health Service Ombudsman

If you are unhappy with the way we have handled your complaint, we will undertake further investigation to resolve it to your satisfaction. However, if you are still not happy, you can report it to the Health Service Ombudsman.

The Parliamentary and Health Service Ombudsman may investigate complaints on your behalf, but only if your complaint has already been investigated at a local resolution and independent review level. There is no charge for this service and the ombudsman is completely independent of the NHS.

Telephone: 0345 015 4033 (open 8.30am to 5.30pm, Monday to Friday)
Email: phso.enquiries@ombudsman.org.uk
www.ombudsman.org.uk

Independent advice

If you require independent advice about the complaints process, there is a service called Advocacy Access for all advocacy-related issues aimed at both members of the public and professionals.

Telephone: 0345 456 3210
Textphone: 07886 744 634
Fax: 0300 323 0966
Email: contact@advocacyaccess.org.uk

Confidentiality

You don’t ever need to worry about the service you receive in future being adversely affected because you have made a complaint. We take all comments seriously and only ever use the information to review our services and make improvements, where needed.

Last updated on 9 January 2019 at 16:37 by senior communications and engagement officer