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Complaints and compliments

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

All of us are here to listen 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 service.

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 or have a complaint.

Share a compliment or comment

If you would like to tell us about your experience, give thanks or comment, please use the simple feedback online form below.  Any compliments and comments received by the Patient Advice and Liaison Service (PALS) will be passed onto the relevant staff members.
Alternatively, you might like to publish your feedback or leave a review of our services on the NHS website.

Getting help

Sometimes things don’t always go just as you would like them to. You have several options to raise concerns, but first of all we would ask that you speak with the Doctor involved in your care, Ward Manager or Matron in the department. Many problems can be resolved quickly by talking things over. Misunderstandings can easily happen and sometimes just as easily be put right.

If your concern remains unresolved, please contact the Patient Advice and Liaison Service (PALS).

If you do not want to discuss your concerns with the staff or their manager, or if you have tried this and are still unhappy, ask to speak to the PALS service.

Our PALS Officers can provide confidential advice, information and support for patients, relatives and carers. PALS Officers can also liaise with staff on your behalf, ensuring you receive an appropriate response, and help the organisation to learn from patient comments.

The PALS Offices are located on each site and are open Monday to Friday, 9am - 5pm (excluding bank holidays).

Telephone: 01539 715577 (answer machine service is available)
Email: pals@mbht.nhs.uk

If you decide to make a complaint

You have the right to make a complaint about any aspect of care provided by the Trust. Many people find it useful to discuss concerns straight away with the ward or department, or with one of our PALS Officers. However, if you do decide to make a complaint, this should normally be no more than twelve months after the event you are complaining about. To make a formal complaint, you can contact the Patient Relations department.

Telephone: 01539 716621
Email: CommentsandComplaints@mbht.nhs.uk
Post:

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

Once you have made a complaint, a Patient Relations Officer will contact you as soon as possible to discuss your concerns so please provide up to date contact details when submitting a complaint.

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 038037 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.