Comments, compliments, concerns, and complaints

NHS Fylde and Wyre CCG is committed to providing the best possible service at all times.

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

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Compliments/comments

We 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, we can then make sure things stay that way. Please contact the customer care team to share your compliments.

Concerns/complaints

If you are unhappy with the care or treatment you have received, then in the first instance you should make contact directly with the person or service that provided the care. If you feel you can’t do this, or would prefer not to, then please contact the customer care team, who can also provide you with a copy of our complaints procedure, if required.

Customer Care Team
Jubilee House, Lancashire Business Park, Leyland, PR26 6TR

Freephone: 0800 032 2424
Telephone: 01772 777952
Textphone: 01772 227005

Email: MLCSU.customercarelancashire@nhs.net

Service provider complaints

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

NHS England
PO Box 16738
Redditch
B97 9PT

Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding bank holidays)
Email: england.contactus@nhs.net

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.

Telephone: 0345 015 4033 (open 8.30am to 5.30pm, Monday to Friday)
Email: phso.enquiries@ombudsman.org.uk
www.ombudsman.org.uk

Independent advice

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

Telephone: 0345 456 3210
Textphone: 07886 744 634
Fax: 0300 323 0966
Email: contact@advocacyaccess.org.uk

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.

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