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.

  Pre-op

  01772 522063 | poarph@lthtr.nhs.uk

  Endoscopy

  01772 521644

  Gynaecology/Women’s Health

  01772 524615 | ObsandGynaecologySecs@lthtr.nhs.uk

  Paediatrics

  01772 522546 | paediatricmedsecs@lthtr.nhs.uk

  Orthopaedics

  01772 523320 | orthosec@lthtr.nhs.uk

  Radiology

  • CT Booking:
    01257 247793 / 01257 247785
    cta.appointments@lthtr.nhs.uk
     
  • Maternity Obstetric Ultrasound Booking:
    01772 524616
    ultrasound.sharoegreen@lthtr.nhs.uk
     
  • Non-Obstetric Ultrasound Booking (CDH):
    01772 524291 / 01772 522553
    us.appointments@lthtr.nhs.uk
     
  • Non-Obstetric Ultrasound Booking (RPH):
    01772 522619 / 01772 524292
    us.appointments@lthtr.nhs.uk
     
  • Fluoroscopy Booking (CDH):
    01257 245864
    fluoroscopy.team@lthtr.nhs.uk
     
  • Fluoroscopy Booking (RPH):
    01772 522096
    fluoroscopy.team@lthtr.nhs.uk
     
  • Breast Ultrasound and Mammogram X-Ray Booking:
    01257 245861
    breastappointmentsx-ray@lthtr.nhs.uk
     
  • MRI Booking:
    01772 523999 / 01772 522014
    mri.appointments2@lthtr.nhs.uk
     
  • Nuclear Medicine Booking:
    01772 522381
    nuclearmedcontrolrm@lthtr.nhs.uk
     
  • X-ray and DEXA Booking:
    01772 522096 / 01772 524236
    xray.rph@lthtr.nhs.uk
     
  • Interventional Radiology Day Unit:
    01772 522343
    irdu@lthtr.nhs.uk

  Ophthalmology

  01257 245056 | orthoptic.appointments@lthtr.nhs.uk

  Oncology

  • Oncology Reception: 01772 522900 | ribblesdaleunit@lthtr.nhs.uk
  • Oncology Administration: 01772 522752 | oncology.administration@lthtr.nhs.uk

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

• Surgery / Procedure Enquiries
   

  Orthopaedics

  01257 24 5941
  Consultants: Mr Kumar, Mr Mittal, Miss Bucknall, Ms Rymaruk, Mr Baumann, Mr Hughes, Mr Hamid, Mr Hughes

  01257 24 5190
  Consultants: Mr Khatri, Mr Baker, Mr Woodruff, Mr Lixenfeld, Miss Hoyle, Mr Mannion, Mr McLauchlan

  01257 24 5942
  Consultants: Mr Raslan, Mr Bourne, Ms Vadhva & Mr Austen, Mr Howell

  01257 24 5298
  Consultants: Mr Haughton, Mr Helm, Mr Boden, Mr Canty, Ms Cross (Injections)

  ---

  Upper GI

  01772 52 3107
  Consultants: Mr Pursnani, Miss Shetty, Mr Turner, Mr Ward, Mr Rajendran, Mr Date, Mr Khan, Mr Ahmed, Mr Krishnamohan, Mr Singh, Mr Sarantitis, Mr Nandi

  ---

  Colorectal

  01772 52 2322
  Consultants: Mr Beveridge, Mr Bhowmick, Miss Jadav, Mr Hany, Mr Parkin, Mr Mitchell, Mr Kearsey, Mr Peristerakis, Mr Franklyn

  ---

  Vascular

  01772 52 4627
  Consultants: Mr Joseph, Mr Calvey, Mr Shoab, Mr Egun, Mr Zeynali, Mr Spachos, Mr Banihani, Mr McKeown, Mr Riding, Ms Drinkwater, Mr Shivalingham, Mr Taylor, Mr McBride, Mr Rawshdeh

  01772 52 4935
  Consultants: Mr Barrow, Mr Parkin, Mr Hany, Mr Chandrabalan, Mr Kearsey, Mr Franklyn, Mr Zeynali, Mr Shoab, Mr Calvey, Mr Spachos (vascular peripheral)

  ---

  Urology

  01772 52 2930
  Consultants: Ms McHugh, Miss Hall, Mr Islam, Mr Javle

  01772 52 2040
  Consultants: Ms Hall, Ms McHugh, Mr Finney, Mr Haq, Mr Dhliwayo, Mrs Moon, Ms Keenan (GA Precision Point Biopsies)

  01772 52 1472
  Flexible Cystoscopy, Urodynamics

  ---

  Gynaecology

  01772 52 3292
  Consultants: Ms Mohamed, Ms Ahmed, Ms Smith, Mr Mohanraj, Mr Angelopoulos, Mr Wood, Ms Fisher, Ms Kaufmann, Ms Adidesh

  01772 52 4742
  Consultants: Ms Safiyya Choudhri, Mr Amoah, Mr Rowland, Ms Lauren Murphy, Mr Angelopoulos, Mr Wood, Ms Fisher, Ms Kaufmann, Ms Adidesh

  ---

  Breast

  01772 52 3292
  Consultants: Ms Hafiz, Mr Murthy, Mr Bolan, Mr Saidan, Mr Mady

  ---

  Neurosurgery

  01772 52 3459
  Consultants: Mr Gurusinghe, Mr Alalade, Mr Golash, Mr Roberts, Mr Ray, Mr Hall, Mr Park, Mr Elhabal, Mr Hazra & Neuro X-Ray (angiograms)

  01772 52 3306
  Consultants: Mr Ansar, Mr Phang, Mr Ghosh, Miss Donaldson Hugh, Mr Prasa, Mr Hashmi & Neuro X-Ray (angiograms)

  ---

  Plastics

  01772 52 2542
  Consultants: Mr Laitung, Mr Lye, Mr Ekwobi, Ms Monica (Preops)

  01772 52 3737
  Consultants: Mr Srinivasan, Mr Agarwal (Reg Book)

  01772 52 3299
  Consultants: Mr Dalal, Mr Hamilton, Mr Marlborough

  01772 52 2530
  Consultants: Mr McKirdy, Mr Rimouche

  01772 52 2963
  Consultants: Mr Wain, Mr Iyer, Mr Hijazi

  01772 52 2971
  Consultant: Mr Khour (Staff Grade)

  01772 52 4013

  ---

  ENT

  01772 52 2433
  Consultants: Mr De-Carpentier, Mr Kasirajan, Mr Jayaram, Mr Advani, Mr Volpini

  01772 52 4520
  Consultants: Ms Banerjee, Mr Pahade, Mr Cardozo

  ---

  Ophthalmology

  01772 52 3110
  Consultants: Mrs Jain, Ms Madgula, Mr Taherian, Mr Bhattacharyya

  01772 52 2733
  Consultants: Mr Patel, Mrs Bansal, Mr Sira, Mr Chhabara, Mr Sattar

  01257 24 5024
  Consultants: Mr Davies, Ms Salam, Ms Linton

  ---

  Oral

  01772 52 2367
  Consultants: Miss Adkins, Mr Edwards, Mr O'Mahoney, Mr Sisson, Mr Padaki, Mr Anjum, Mr Akthar, Mr Markose, Emma Critchley

  01772 52 2039
  Same consultants as above

  ---

  Neurology

  01772 52 2317

  ---

  Pain Management & Renal

  01772 52 2066
  Consultants: Dr Desai, Dr Hacking, Dr Munukutla, Dr Kumar, Dr Tripathi, Dr Mishra, Dr Pitchiah, Dr Boardman, Dr Majeed, Dr Shaik, Dr Tucker, all renal consultants + IVGS

  ---

  Private Sector

  01772 52 2238
  01772 52 3142
  All specialties

• Car Parking

  Should you have an enquiry or concern relating to car parking issues at either the Royal Preston Hospital or Chorley District Hospital site, then please direct your correspondence to carparkhelpdesk@lthtr.nhs.uk

  Further info can be found on the car parking page: https://www.lancsteachinghospitals.nhs.uk/car-parking

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 Experience and PALS team from Lancashire Teaching Hospitals on Vimeo.

Printable Leaflet

This leaflet provides information for patients, families and carers on how to give feedback and raise concerns:

Patient Nominated Rewards Programme

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.