Patient Experience and PALS

The Patient Experience and PALS Team provides support for our patients, their families and carers. We aim to:

Actively listen and respond to concerns, suggestions or queries to help improve patients’ experiences
Provide information on NHS Services
Offer advice on the NHS Complaints process and provide information on how to seek independent advice if you wish to make a complaint
Feedback your views to the relevant staff, Chief Executive and Trust Board
Help the organisation learn from feedback and concerns to improve your experience

You can contact our friendly Team, Monday - Friday between 9.00am-12.00pm and then 1.00pm-3.00pm (excluding bank holidays):

By email: PALS@lthtr.nhs.uk
By phone 01772 522 972

Appointment Enquiries

If your query is about an appointment, please contact the appropriate team directly using the details below.

For anything else, please contact Outpatients on 01772 524555 | Outpatient@lthtr.nhs.uk

Raising a concern

There are three ways to raise a concerns with Lancashire Teaching Hospitals outlined below.

Local Resolution

Normally, the best way to resolve concerns is when they happen.

A local resolution is sorting out a problem directly with the ward or service area. This is the most ideal approach to achieve a positive patient experience.

It is important that our patients, relatives and carers are able to feel confident to raise problems or share any difficulties they are experiencing whilst we are providing care. And, more importantly, that our teams are responsive to their needs.

This could be something as simple as a problem with food, or maybe feeling that you have not fully understood a member of staff.

We want for our patients to have the best experience that we can provide, and by working and responding to the needs of our patients, carers and family members we will reach the best possible outcome in line with our Trust Values.

So, if you do have concerns, please raise these directly with those responsible for your care.
Concern

A concern is something that may take a little more time to resolve than local resolution. For example, a few days.

This allows you to express your dissatisfaction with the services or care that we provide and for an explanation to be provided.

This will be handled through our Patient Experience and PALS Team, who may assist with routes towards a local resolution or, if this isn't achievable, investigate the concern further.
Complaint

It is a person’s right under the NHS Complaints Process to have a thorough investigation into any complaints raised.

Our Trust standard is to respond where practicable within 35 days of a patient, relative or carer making a complaint. Complaints may involve more than one team or organisation, they may also form part of an ongoing investigation or a Coroner’s case.

This will of course involve ensuring appropriate consent is sought when someone makes a complaint on behalf of another individual.

Ideally we would like to ensure that complaining is a last resort, should both local resolution or dealing quickly with a concern raised has not provided you with a suitable outcome.

What if I am not satisfied with the answers and feedback I receive?

If you feel that local resolution has been exhausted you can refer your complaint to the Parliamentary and Health Services Ombudsman (PHSO). The PHSO makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations. The service is free for everyone. The PHSO can be contacted at https://www.ombudsman.org.uk/ or telephone 0345 015 4033.

Compliments

Where you have received a positive experience, we really value your feedback as it gives us an opportunity to reflect on what we do well in helping to provide excellent care with compassion.

You may also wish to thank members of staff for the service and treatment that you have received. This always helps to put a smile on their face and know that you are thankful for their support!

You can make a compliment by emailing: PALS@lthtr.nhs.uk

Patient Nominated Rewards Programme

Red circle with green outline - 3 stars inside The LTHTR Proud Rewards are a great way for our patients to recognise and reward staff at Lancashire Teaching Hospitals, including our students and volunteers!

You can nominate an individual staff member or a team for a Patient Reward to thank and celebrate how they have provided you, or a family member with excellent care with compassion.

For a Patient to nominate, please complete this form to submit your nomination.

The judging panel will be looking for a clear example of how an individual or team has provided excellent patient care with compassion, linking in with our Trust values.

We look forward to receiving your nominations and celebrating all the excellent work that happens at Lancashire Teaching Hospitals!

Is there a deadline?

No, nominations are always open. However, the cut off for nominations is the 15th of every month for them to be considered for the following months reward.

Image of staff members