"The blackhole called "complaints resolution""

About: Lancashire Care NHS Foundation Trust

(as the patient),

I had to make a complaint about my treatment with the Trust, I phoned up to speak with the manager but was told that complaints are dealt with at Preston (a leaflet was provided). I phoned up Preston and was informed that they couldn't deal with any complaints until they had it in writing, so I did this.

Recently somebody phoned to inform me that they were going to be dealing with my complaint, I asked her what’s happening with it, but she couldn't tell me as she has to pass on her findings to someone else. My care co-coordinator / line manager can’t tell me what’s happening, only that "it’s gone to higher management".

Up to now I believe this complaint has gone through at least six different people that I know of and nobody can tell me what’s going on.

I think surely it would be better for complaints to be handled locally first, and only passed on to head quarters if no resolution can be made.

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Response from James Maclachlan, Web Officer, Communications, Lancashire Care NHS Foundation Trust

Thank you for your comments on Patient Opinion, I am sorry your complaint was not dealt with locally initially as you suggest.

If you wish to contact the Compliments & Complaints Department on 01772 695315 or freephone 0808 1441010, a member of the team would be happy to help and advise regarding your complaint.

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