At East Lancashire Hospitals NHS Trust we are committed to delivering high quality and efficient services which provide patients, their family and carers with the best possible experience.

Our overarching aim is to ensure that patients, their families and carers receive an experience that not only meets but exceeds their expectations of services at the Trust.

To read more our commitment, please download a copy of the Patient, Carer and Family Experience Strategy 2018-2021 or click on the image below to view.

Click here to download easy read version

Listening to and learning from your feedback helps us do this. If you've used one of our services recently we would like to know what you think. Please use one of the methods’ below to give us your views.

Leave a compliment

It is always encouraging for our staff to receive recognition for the vital work that they undertake 24 hours a day 7 days a week.

Receiving heartfelt comments from members of the public who have appreciated the service that they received helps our staff to know that they are doing a worthwhile job.

If you would like to send a letter of thanks to our staff, please send it to: The Patient Experience Team, Park View Offices, Royal Blackburn Teaching Hospital, Haslingden Road, Blackburn BB2 3HH .

Alternatively, you can use this form to leave a compliment. 

Raise a concern or complaint

If you wish to raise a concern or complaint please contact the Customer Relations Team on Freephone 0800 587 2586 or 01254 733700. Alternatively, you can email: complaints@elht.nhs.uk

 

Friends and Family Test

We would appreciate two minutes of your time to fill out a very short survey called the Friends and Family Test where you will be asked if you would recommend our services to a friend or relative.

You will be able to rate your experience using an “extremely likely” to “extremely unlikely” scale, and optionally provide a written comment explaining what is working well and what is not in the Trust.

This information allows the Trust to receive direct, quick patient feedback, which will be reviewed at ward level and by the Trust Board.  This will help us improve services.

We publish the information for each month with our response rate and satisfaction rates and show what we are doing in response to comments on display boards on individual wards and departments.

If you attend the Emergency Department, Urgent Care Centres or receive treatment from our Community Services or as an Outpatient, we want to send you a text message within 48 hours of your discharge to ask whether you would recommend our services to friends and family.

If you do not wish to take part, please notify a member of staff or email the Patient Experience Team at patientexperience@elht.nhs.uk or call 01254 733716 and your number will be removed from all future text correspondence.

The text message is a FREE service and the information you give is confidential.

To give your feedback please select the relevant link:

Community
Outpatients
A&E(including Urgent Care Centre and Minor Injuries Unit)
Antenatal
Inpatients
Postnatal Community
Postnatal Ward
Day Case
Birth

At East Lancashire Hospitals NHS Trust we process (collect, store, use and delete) personal information about service users, it is a registered “Data Controller” with the Information Commissioner Office (ICO), registration Z8049565.  Click here for more information on the privacy notice for service users.

Share your story

Patient stories are an invaluable way of helping us to understand how the services we deliver impact on you, by putting our staff “in your shoes”.

Research shows that patient stories bring experiences to life and encourage the NHS to focus on the patient as a person rather than a condition or an outcome. By gathering patient and carer narratives we can discover what really matters to them and see first-hand the impact of our actions.

If you would like to share your story then contact a member of the Patient Experience Team on 01254 734471 and we will arrange to meet with you.

E-mail: patientexperience@elht.nhs.uk

Click here to download the Continuing Compassionate Care publication which presents a collection of patient stories – honest, personal accounts of our patients’ experiences and the impact of the kindness and compassion of our staff.

What people are saying about us

We publish the Friends and Family information for each month with our response rate and satisfaction rates and show what we are doing in response to comments on display boards on individual wards and departments.

At the bottom of the page are a few compliments received from members of the public who have appreciated the service that they received.  These help our staff to know that they are doing a worthwhile job.

NHS Website – is where you can leave feedback, rate our services and see what others are saying about the services we provide.

Care Opinion – is a website independent of the NHS where you can leave feedback and rate our services, or other health and social care providers.

National patient surveys

The NHS National Patient Survey Programme is part of the government’s commitment to ensuring patient feedback informs the continued development and improvement of services. All NHS Trusts in England are legally obliged to participate in the National Survey Programme and carry out surveys of patients’ views on their healthcare experience.

The National Inpatient Survey is carried out annually and patients admitted to hospital during July may be selected to take part. Taking part is voluntary and all answers are confidential. If you are selected to take part, your contact details will be used by researchers who are carrying out the survey on our behalf.

For further information about the National Patient Survey Programme please contact the Patient Experience Team on telephone number: 01254 733716 or via email at patientexperience@elht.nhs.uk

To view the latest national results for this Trust please click here. 

Healthwatch

Healthwatch Lancashire

Healthwatch is the public voice on health and social care in Lancashire. Their role is to listen to patients and members of the public and use this information to influence change within the health and social care system.

You can help to improve services by sharing your stories and recent experiences in any hospitals, GP surgeries, dentists, pharmacies, ambulance services or care homes in Lancashire.

It is their role to ensure the views of the people in Lancashire are heard when health and social care services are being planned and provided, and also to signpost residents to information and advice services.

Healthwatch Lancashire is an independent body; they strive to be a powerful public voice to influence, change and improve the quality of local health and social care services.

Find out more by visiting www.healthwatchlancashire.co.uk or call 0300 303 8811.

Healthwatch Blackburn with Darwen

Healthwatch gives people a powerful voice locally and nationally. At a local level, Healthwatch BwD helps local people get the best out of their local health and social care services. Whether it's improving them today, or helping to shape them for tomorrow, Healthwatch BwD is all about local voices being able to influence the delivery and design of local services.

Find out more by visiting https://www.healthwatchblackburnwithdarwen.co.uk/

or Email: info@healthwatchbwd.co.uk or call 01254 292686 

Ways to contact us

Email: patientexperience@elht.nhs.uk

Telephone: 01254 733716

Post:

Patient Experience
Park View Offices
Royal Blackburn Teaching Hospital
Haslingden Road
Blackburn
BB2 3HH

To leave a compliment complete our online form

If you would like to share your experience in confidence with an independent organisation, you can  contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk. you can also post a 'review' of our service on the NHS website and search by the name of the Hospital or Health Centre your comment is regarding.

Some compliments we have received:

Urgent Care Centre BGTH - "Excellent customer service, and all in a very quick time.  Seen by a doctor, X-Rayed then fitted with a strap on cast all done in 45 minutes."

Ultrasound Roe Lee Surgery - "Seen on time, very efficient consultation, everything explained about follow up with my local GP"

IMPReS - "I never felt rushed with my appointments. I could make the appointment for later in the day after I had been to work. Staff was very careful and explained everything and gave me the exercises and tools to do them."

Radiology Department Clitheroe Community Hospital - "It was an absolute pleasure to attend Clitheroe Community Hospital for my appointment. All staff were welcoming, professional, friendly and helpful. My appointment was seamless and it was apparent that this was due to the efficiency of the staff, the procedures in place and the ethos of the organisation. It is refreshing to visit a service and to get a sense that the staff are actually happy in their jobs. Hopefully that is because they are made to feel valued by their managers, who are made to feel valued by their managers and so on. Thank you. I would recommend you to anyone and everyone!"

Childrens Day Case BGTH - "This was my first time having to bring my baby for an operation. Everyone was helpful and put me at ease. Thank you!"

Gynaecology and Breast Care Ward - "Brilliant. Staff was very good, would recommend to everyone. Breakfast was good. Was very happy here. keep up your good work. Thank you.  I would like to thank all staff on this ward. As soon as we got here was very hand on. Was brilliant. Was so happy to be here. Thank you."

District Nursing Bacup – "Staff are wonderful. I’ve only met them twice but they put me at ease immediately. They’ve also been great with my family, delivering comprehensive training with patience and kindness. They are approachable, flexible, knowledgeable and professional."