Sharing your feedback & complaints in Lancashire

The Healthwatch Lancashire report summarises the experiences of 136 residents regarding giving feedback and making complaints about health and social care services. The study was conducted between July and September 2016 using surveys, face‑to‑face engagement, and online responses. 

Overall, awareness of how to raise feedback or complaints was mixed. While 46% of respondents said they knew who to contact, over half either did not know or were unsure. In addition, most people (58%) had not shared positive feedback in the previous 12 months, and 58% had never made a complaint at all. 

A key finding was that many people felt unable or unwilling to complain. Nearly half (48%) said they had needed to make a complaint in the past year but chose not to. The main reasons included fear of repercussions, lack of knowledge about the process, feeling that complaining would be too much effort, and a belief that it would not lead to change. 

Among those who did complain, hospitals were the most common service complained about (47%). However, the complaints process was often perceived as difficult, with 55% saying it was not easy to make a complaint. Respondents frequently reported barriers such as unclear procedures, unhelpful staff, delays, and requirements to submit complaints in writing. 

Outcomes of complaints were often unsatisfactory. Many respondents reported receiving no response or experiencing long delays, and only 24% said they were happy with the outcome of their complaint. A significant number described negative experiences, including feeling ignored, dismissed, or even threatened after complaining. 

The report highlights several areas for improvement. Participants said the complaints system should provide clear information about how to complain, offer quicker and more consistent responses, and ensure better communication throughout the process. Many also recommended improved staff training, greater transparency, independent investigation of complaints, and more accessible options such as online systems or real-time support. 

Finally, the report notes that very few people (3%) used advocacy services, and it identifies particular concerns around mental health complaints, where individuals often felt unsupported or not listened to.