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Patient Relations and PALS

University Hospitals of Morecambe Bay NHS Foundation Trust is committed to providing you and your loved ones with a respectful and positive experience.

All of us are here to listen to you and help address any concerns that you may have. Our goal is to ensure you and your family are provided with safe, high quality and compassionate care and services.

We would like to hear from you if you think we have done something well or if you have suggestions on how we could do something differently. Equally we want to know if you are unhappy with the service provided.

Compliments

It is great for us to be able to share your compliments with our staff; it also helps us know what we do well so we can continue to improve. Any compliments about our staff and services can be shared with the Chief Executive or the Patient Relations team. Please use the form below or alternatively email: commentsandcomplaints@mbht.nhs.uk

The Patient Relations and Patient Advice and Liaison Service (PALS) Teams provide support for our patients, their families and carers.

We can:

  • actively listen and respond to you
  • liaise with Trust staff on your behalf and help organise meetings
  • give you information about hospital services across Morecambe Bay
  • tell the Trust what works well and what needs changing from your valued feedback
  • pass on your comments and compliments to specific wards, departments, and staff
  • help deal with any concerns you have as quickly as possible
  • help you discover local health services

Raising a Concern

There are three ways to raise a concern with UHMBT, outlined below:

Location resolution means solving, explaining or settling your complaint directly with you as quickly as possible.

It is normally better to resolve a concern when it happens to provide an opportunity to answer any of your questions or concerns immediately

If something is bothering you, the first thing to do is talk to a member of staff responsible for your care, or a more senior member of staff. The staff on the ward or in the department can help you with this. If you find this difficult, or if the problem continues, you can get in touch with PALS.

A concern is something that may take a little more time to resolve than local resolution. This allows you to express your disappointment with the services or care that we provide and for an explanation to be provided.

This will be managed by our PALS team, who may assist with routes towards a local resolution or, if this is not achievable, investigate the concern further.

To raise a concern with PALS:

It is a person’s right under the NHS Complaints Process to have a thorough investigation into any complaints raised.

The Patient Relations Team is responsible for replying to complaints about services provided by our staff working in our local hospitals and clinics. If other agencies were involved in the event you are complaining about, we will liaise with them as part of our investigation.

If you do not know whether you should speak to us or someone else, our Patient Relations Team can help you; telephone us on 01539 716621.

We recognise that people sometimes worry that making a complaint could be detrimental to a patient's care. We have processes in place to make sure complaints are dealt with in a confidential and sensitive way that does not discriminate against anyone.

To raise a complaint:

You can contact our teams Monday – Friday between 9am and 4.30pm (excluding bank holidays).

PALS

Complaints

Or post to:

Chief Executive
University Hospitals of Morecambe Bay NHS Foundation Trust
Trust Headquarters
Westmorland General Hospital
Burton Road
Kendal
LA9 7RG

If you would like to request copies of your medical records email the Access to Health Records team and Download application form.

If your enquiry is about arranging patient transport you will need to call North West Ambulance Service on 0800 032 3240.

If you are trying to contact a hospital department or ward, see the website phone directory for a list of telephone numbers.

Advocacy services offer a free and confidential service that is independent of the NHS and tailored to individual client needs. Their staff can support you through the NHS complaints process.

For the Cumbria area, please contact Best Life Independent Advocacy by People First on 03003 038 037 or email admin@peoplefirstcumbria.co.uk

For the North Lancashire area, please contact Advocacy in Lancashire on 033 000 222 00 or email admin@advocacyinlancashire.co.uk

Feedback Form

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All NHS Hospital Trusts in England gather their patient reviews and analyse them to see if any action is required to make improvements.