Compliments, Comments, Concerns or Complaints

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. 

Compliments and Comments Feedback 

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 Choices 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). 

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.

Our PALS Officers are here for you – providing confidential advice, information and support for patients, relatives and carers. PALS Officers are available to assist with concerns and liaise with staff on your behalf, ensuring you receive an appropriate response.

The PALS team can: 

• Actively listen and respond to concerns, suggestions or queries to help make patients' experiences as easy as possible
• Provide information on NHS services
• Offer advice on the complaints service and provide information on how to seek independent advice if you wish to make a complaint
• Support you through an anxious time as a patient, relative, friend or visitor
• Feedback your views to the Chief Executive and Trust Board
• Monitor any problems arising and identify any gaps in services
• Help the organisation learn from patients' experiences and comments.

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

Sometimes it may not be possible to see to a PALS Officer immediately, so you may prefer to contact them on 01539 715577 (answer machine service is available), or 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.

Our experience has shown that when someone puts their complaint in writing or via email, it gives them the opportunity to really consider the questions they wish to be addressed, along with their desired outcome, all of which are very helpful in assisting us to resolve complaints.

You can contact the Patient Relations department on 01539 716621, or email: CommentsandComplaints@mbht.nhs.uk or you can raise a concern or make a complaint by using the simple online feedback form available on the Trust’s website, or you can write to:

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

The Chief Executive will ask one of our Patient Relations Officers to investigate your concern or complaint.  A Patient Relations Officer will contact you to discuss your complaint so please provide a telephone number when submitting a complaint.

Can I get help to make a Complaint? - Independent Advocacy

Advocacy Services offer a free and confidential service that is independent of the NHS and tailored to individual client needs.  Their staff can also 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.

Further details are available via their website www.peoplefirstcumbria.org.uk

For the North Lancashire area, please contact:-

Advocacy in Lancashire on 033 000 222 00 or email admin@advocacyinlancashire.co.uk

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Updated November 2018