Giving Your Feedback

Your feedback is of extreme importance to us.

At Greater Lancashire Hospital, we strive to ensure that all our patients receive the highest standard of care and comfort at all times. Your feedback is incredibly valuable to us, and we would love to hear from you if you had a positive experience during your visit.

If you were dissatisfied with any part of your visit to Greater Lancashire Hospital, please let us know as soon as possible so we can promptly investigate the matter. We will provide an explanation, offer an apology, and take appropriate action where needed.

How to Make a Complaint

If you are dissatisfied with any aspect of our care or services, we want to hear from you immediately so we can investigate, provide an explanation, offer an apology, and take appropriate action where necessary.

What to Do if You Have a Concern

We encourage you to raise any issues as soon as they arise. In many cases, problems can be resolved right away. The Hospital Director is available to assist you.

If you remain unsatisfied, you can submit your concerns in writing. As part of our commitment to quality, we take all comments and complaints seriously.

We are committed to:

  • Passing on your positive feedback to the relevant staff.
  • Handling complaints promptly and with complete confidentiality.
  • Conducting all investigations impartially.
  • Providing you with a clear and comprehensive response.

How to Submit a Complaint

To make a complaint, you can:

The Hospital Director oversees the daily operations and is best positioned to thoroughly and promptly investigate any concerns. You or your representative (with your consent) can file a complaint by completing the complaints form or writing a letter that includes:

  • The date of the incident or concern.
  • Names of the staff involved (if known).
  • The type of treatment received.
  • Details of your complaint.
  • Any additional comments you wish to include.

Alternatively, you can provide details via our complaints form, which will be sent directly to the Hospital Director.

Acknowledgment and Response

We will acknowledge your complaint within three working days of receipt and aim to provide a full investigative response within 28 working days. If the investigation requires more than 28 days, we will notify you of the delay and provide regular updates. In more complex cases, we may suggest meeting with you to discuss the matter and seek a resolution.

Internal Review Process

If you are dissatisfied with the response from the Hospital Director, your complaint can be escalated to the Chief Executive Officer (CEO). The CEO will review the matter and either uphold the decisions made or determine an alternative resolution. The Hospital Director’s response will include instructions on how to proceed.

For NHS patients, if you are not satisfied with our response, you can escalate your complaint directly to the relevant Ombudsman. In England, this is the Parliamentary and Health Services Ombudsman, reachable at 0345 015 4033 or via www.ombudsman.org.uk.

External Review Option

You may also share your experience with the Care Quality Commission (CQC). While they cannot investigate individual complaints, your feedback is valuable for assessing service quality and safety standards across healthcare providers. To contact the CQC, call 03000 616161, email [email protected], or visit the CQC website.