Comments, compliments and complaints Policy

We are committed to providing high‑quality care and services. If you are unhappy with any aspect of your experience, we welcome the opportunity to look into your concerns and learn from them.

Your feedback is important to us, and we appreciate you taking the time to let us know when things have not gone as expected.

We operate a complaints procedure that meets national NHS standards and ensures your concerns are formally recorded and, where appropriate, acted upon.

If you would like to make a complaint, you can email our Complaints Team at: lscicb-fw.ansdellcomplaints@nhs.net

Alternatively, you may submit your complaint in writing to:
The Complaints Team
Ansdell Medical Centre
Albany Road
Lancashire
FY8 4GW

We aim to investigate and respond to all complaints within 28 working days of receipt. If we need further information or anticipate a delay, we will contact you to keep you updated.

Service provider complaints

For complaints about independent contractor services, such as GPs, dentists, pharmacies and opticians, please contact:

NHS Lancashire and South Cumbria Integrated Care Board (ICB)

If you feel you can’t do this, or would prefer not to, then please contact the NHS Lancashire and South Cumbria Integrated Care Board (ICB) customer care team, who can also provide you with a copy of our complaints procedure, if required.

Patient Advice and Liaison Service (PALS)

Lancashire and South Cumbria Patient Advice and Liaison Service (PALS) is a free and confidential service for anyone who has concerns about aspects of care that you, a friend or family member has received. PALS are here to help you identify what to do, where to go and who to speak to for support.

How to contact PALS

• Freephone: 0800 234 6088
• Telephone: 01772 676 028

Patient Advice and Liaison Service
Lancashire and South Cumbria NHS Foundation Trust
Sceptre Point
Preston
PR5 6AW.

They are available Monday to Friday, 9am to 5pm. If you need to contact them outside of these hours you can leave a confidential message on there answer machine, or alternatively email them and a member of the team will contact you as soon as possible.

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 completely independent of the NHS.

Visit the The parliamentary and health service ombudsman website

Independent advice

If you require independent advice about the complaints process, there is a service called Advocacy Access for all advocacy-related issues/enquiries, aimed at both members of the public and professionals.

Visit the NHS Lancashire and South Cumbria Integrated Care Board (ICB) for more details

Confidentiality

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 ever use the information to review our services and make improvements, where needed.