Giving Feedback and Raising a Concern

Tell us what you think...

Sharing your thoughts with us

Get in touch with the Patient Experience Team:

Comments can also be shared publicly on the Care Opinion website: careopinion.org.uk

Do you have concerns or general enquiries?

Get in touch with the Patient Relations Team:

I don’t want to complain, but...

How do I make a formal complaint?

You should always request to speak to the Service Manager if you have concerns about your community care, or the Ward Manager or matron if you are in Hospital. For out of hours concerns please call the Hospital switchboard on 01253 300000 and ask for the Matron on duty.

We also offer a dedicated HELP phone line, if at any time you think you or your loved ones care is not meeting your needs, you should contact 01253 955305.

If you cannot resolve the matter with the staff from the service, please contact the Patient Relations Team for help and advice on 01253 95 5588/89 or e-mail bfwh.complaints@nhs.net. To submit a formal complaint you must ensure you:

• Put it in writing or e-mail within 12 months of the incident.
• Clearly bullet point the questions you wish to be investigated.
• If you are complaining on someone else’s behalf please include their written consent. If they are deceased send ‘proof of representation’ (for example a copy of the Will naming you as the Legal Executor, or a Grant or Probate) and post it to Patient Relations Department, Blackpool Victoria Hospital, Whinney Heys Road, Blackpool FY3 8NR.

What happens next?

• We will acknowledge receipt within three days.
• We will investigate and respond within 25-40 working days, depending on the complexity of your complaint
• If you’re unhappy with our response, let us know in writing or e-mail in the addresses listed above, highlighting which aspects require more information or clarification.

Additional advice and support

Who else can help me with my complaint?

If you need help with making a complaint, advice and support is available from the Hospital and independent organisations:

I’m unhappy with the response, what else can I do?

If our response has not resolved your complaint, the independent Parliamentary Health Service Ombudsman (PHSO) provides helpful information and may be able to investigate.

Write your comments here...

So we can provide you with a response, please tell us your:

Name: ________________________________________________

Address: _______________________________________________ ______________________________________________________ _____________________________ Post code: _______________

Telephone: (_______) ___________________________________

Email: _________________________________________________

Now briefly summarise your feedback: _______________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

How to submit your completed form:

Please post this to the address on the inner page of this leaflet or post it in one of the feedback boxes in any ward/clinic area.

We are aware this PDF are might not be accessible to all users. If you would like to request an accessible version, please contact bfwh.trustpolicyteam@nhs.net 

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Author Patient Experience Team

Approved by Patient Experience Meeting 

Review Date 01/09/2024

Reference No PL/865 (v3) 

Date of Publication 07/03/2024