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 9am - 4pm (excluding bank holidays):
- By email: PALS@lthtr.nhs.uk
- By phone 01772 522 972
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.
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 compiment by emailing:
- PALS@lthtr.nhs.uk
Printable Leaflet
This leaflet provides information for patients, families and carers on how to give feedback and raise concerns:
