Your views matter to us

Your feedback is really important. It helps us recognise great care, support our staff, and continually improve our services.

Sharing a positive experience

We love hearing when things have gone well. If you’d like to thank a member of staff or share a positive experience, please email thanks@boltonft.nhs.uk, and we’ll make sure your message reaches the people involved in your care.

When things don’t go to plan

Sometimes care may not meet expectations, and it’s important that you tell us. Your feedback helps us understand what went wrong, act, and try to prevent it happening again.

If you are worried about care on a ward:

• Please speak to the Ward Manager first.
• If you still feel unhappy, you can ask to speak to the Matron, who will support you.

Patient Advice and Liaison Service (PALS)

PALS offers a confidential, accessible service for patients, families and visitors who need information, support, or wish to raise concerns.

Our team can:

• Speak with staff involved in your care (with your permission).
• Provide advice on NHS services or direct you to the right team.
• Help resolve issues quickly, to avoid further stress.
• Support you with the NHS Complaints Process if needed and help with any paperwork.

Where to find us:

PALS is in the main entrance of the hospital.

Opening hours: Monday–Friday, 9am to 4pm (closed on Bank Holidays).

Email: PALS@boltonft.nhs.uk

You can also complete an online contact form and we’ll get in touch.

Write to us:

Patient Advice and Liaison Service
Bolton NHS Foundation Trust
Minerva Road
Farnworth
Bolton
BL4 0JR

Making a complaint or raising a concern

Many issues can be resolved by speaking to the person in charge of your care. However, if you have already spoken with our teams, including PALS, and remain unhappy, you can make a formal complaint.

Who can complain?

• The patient themselves.
• Someone else, with the patient’s consent (we can advise on consent requirements).

When to complain

Please contact us as soon as you can, so we can carry out a thorough investigation. Complaints should normally be made within 12 months of the event, but if more time has passed, please speak to us, we will consider your circumstances.

What to include

• The patient’s full name, date of birth and address
• Dates of treatment or the event
• What happened
• What you would like to achieve from the complaint

What happens after you complain?

• You’ll receive a written acknowledgement within three working days.
• A member of the Patient Experience Team will contact you to discuss the investigation and what matters most to you.
• We can offer a meeting to talk through the findings or send the outcome in writing, whichever you prefer.
• Our Chief Executive reviews every complaint and signs the final response.
• We aim to provide a full response within 35 or 60 working days, depending on complexity. We will keep you updated throughout.

If you remain unhappy

If we feel we have done everything possible to address your concerns, we will let you know. You then have the option to take your complaint to the Parliamentary and Health Service Ombudsman (PHSO), who carry out an independent review of NHS complaints.

How to contact us

You can submit your complaint using our online form, or contact us:

Phone: 01204 390390 ext. 144704

Email: complaints@boltonft.nhs.uk