NHS Blackburn with Darwen CCG

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Comments, compliments and complaints

NHS Blackburn with Darwen CCG is committed to providing the best possible service at all times.

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

Compliments

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

How to share a concern or make a complaint

If you are unhappy with the care or treatment you have received, in the first instance, you should make contact directly with the person or service that provided the care.  If you feel you cannot do this, or would prefer not to, then please contact the customer care team.

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

Freephone:  0800 032 2424 Telephone:  01772 777 952 Textphone:  01772 227 005 Email: mlcsu.customercarelancashire@nhs.net

The customer care team will also provide you with a copy of NHS Blackburn with Darwen CCG’s complaints procedure if required.

For complaints about independent contractor services i.e. GPs, dentists, pharmacy and opticians please contact:

NHS England P.O. Box 16738 Redditch B97 9PT

Tel: 0300 311 22 33 (Monday to Friday 8am – 6pm, excluding English Bank Holidays) Email: england.contactus@nhs.net

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

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 independent of the NHS.

Telephone: 0345 015 4033 (open 8.30am – 5.30pm, Monday to Friday)

Email: phso.enquiries@ombudsman.org.uk Website:www.ombudsman.org.uk

Independent advice

If you would like to receive independent advice from someone about the complaints process, you should contact the Independent Complaints Advocacy Service (ICAS).

ICAS offers help and support to those wishing to make a formal complaint about the NHS and can help you to write your letter of complaint and accompany you to any meetings.

Telephone: 0808 802 3000 Email: info@carersfederation.co.ukWebsite: www.carersfederation.co.uk