Complaints

How To Make A Complaint

Although we work hard to offer high standards of service and care, things can sometimes go wrong.  Should this happen, we will do all that we can to put things right for you and to make sure that the same thing does not happen again.  We take all complaints very seriously and will look into each matter.  We will then respond to you as quickly as possible.

We review all complaints and issues that are raised to PALS, and monitor patient feedback websites such as NHS Choices to identify and address problems.  We also ask both inpatients and outpatients to complete patient satisfaction surveys on our hand held opinion tracker devices, and have recently introduced the Department of Health’s Friends and Family Test.

We produce a patient experience report that summarises how many complaints and compliments we have received, and what action we are taking to make improvements, in the board report every quarter.

If you have a concern about the care you have received, it is better to try and sort it out straight away.  If you are an in-patient or visiting an in-patient, the best person to talk to is the Consultant or one of their team, the Ward Manager or Matron or the nurse in charge at the time.  If you are an outpatient you can ask the staff at any reception area to put you in touch with a senior member of staff you can talk to.

Hopefully, in most cases, we will be able to sort out your concerns very quickly.  However, if you are not satisfied with the response that you receive, you can also talk to the hospital’s Patient Advice and Liaison Service (PALS), which provides support to patients, their families and visitors. Please click on this link for further information and contact details for PALS

There is also a form on our Contact us page which can be used for complaints, compliments and comments.

For information on how to make a complaint or give a compliment please see this booklet 
How Are We Doing[pdf] 253KB

You can also contact Healthwatch Lancashire which is the independent consumer champion for health and social care services in Lancashire.

Formal complaint contact details

If you wish to make a formal complaint, your letter should be addressed to the Chief Executive of Lancashire Teaching Hospitals NHS Foundation Trust at the following address:

Royal Preston Hospital
Sharoe Green Lane
Fulwood
Preston
PR2 9HT

For information on how to make a complaint or give a compliment please see this booklet 
How Are We Doing[pdf] 253KB

You can also contact Healthwatch Lancashire which is the independent consumer champion for health and social care services in Lancashire.

Advocacy services

The local advocacy service is provided by Advocacy Focus.  They can provide free, independent, confidential support to anyone who cannot initiate and complete a complaint alone.   They can be contacted on telephone number 0300 323 0965 or via email admin@advocacyfocus.org.uk.  For more information please see the attached leaflet.

Advocacy Focus Leaflet [pdf] 1MB