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Comments, Compliments and Complaints

NHS East Lancashire CCG is committed to providing the best possible service at all times.

Our customer care team offers information, advice and support, as well as using patients’ comments to make local healthcare services more effective.

Compliments

Our customer care team would like to hear from you if you think you have received a particularly good service. That way, if we know we are getting things right, then we can make sure things stay that way.  Please contact the customer care team on the details below to share your compliments. 

How to share a concern or make a complaint

If you are unhappy with the care or treatment you have received, in the first instance, you should make contact directly with the person or service that provided the care.  If you feel you cannot do this, or would prefer not to, then please contact the customer care team. Customer Care Team Jubilee House Lancashire Business Park Leyland PR26 6TR.

Freephone:  0800 032 2424 Telephone:  01772 777 952 Textphone:  01772 227 005 Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

The customer care team will also provide you with a copy of NHS East Lancashire CCG’s complaints procedure if required.

For complaints about independent contractor services i.e. GPs, dentists, pharmacy and opticians please contact: NHS England P.O. Box 16738 Redditch B97 9PT Tel: 0300 311 22 33 (Monday to Friday 8:00 - 18:00, excluding English Bank Holidays) Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

You don’t ever need to worry about the service you receive in future being adversely affected because you have made a complaint. We take all comments seriously and only use the information to review our services and make improvements, where needed.

Health service ombudsman

If you are unhappy with the way we have handled your complaint, we will undertake further investigation to resolve it to your satisfaction. However, if you are still not happy, you can report it to the health service ombudsman. The parliamentary and health service ombudsman may investigate complaints on your behalf, but only if your complaint has already been investigated at a local resolution and independent review level.  There is no charge for this service and the ombudsman is independent of the NHS. Telephone: 0345 015 4033 (open 8.30 - 17:30, Monday to Friday) Email: This email address is being protected from spambots. You need JavaScript enabled to view it. Website: www.ombudsman.org.uk

Independent advice

If you would like to receive independent advice from someone about the complaints process, you should contactN-Compass North West Limited. N-Compass North West Limited offer a comprehensive advocacy service to support adults within social care and health systems and processes and help all patients (including children) complain about NHS funded treatment within the Lancashire County Council area, linking in with HealthWatch Lancashire. You can get in touch with N-Compass North West Limited here:

N – Compass North West Limited 3 Errigal House Avroe Crescent Blackpool Business Park Blackpool Lancashire FY4 2DP Phone: 01253 362140 Fax: 01253 407473 Email: This email address is being protected from spambots. You need JavaScript enabled to view it..