Complaints
Lancashire Ambulance Service Ltd (LAS) is committed to using complaints as a way of improving the quality of its services, and whilst accepting that a complaint may arise as a result of a failure, will use each incident as a learning process.
The Process
Upon receipt of a complaint a director will acknowledge the complaint in writing or by email within 72hrs.
This letter will detail who is investigating the complaint and the expected timescales.
In normal circumstances the investigation will be completed within 28 days with a final response within a further two days.
If this timetable cannot be met, then correspondence with the complainant will indicate reasons for the delay and the likely timescale for resolution. In protracted investigations the complainant will be regularly informed of progress.
Actions
The investigation will aim to ascertain whether the complaint should be upheld, dismissed or partially upheld.
The investigation should clearly identify the reasons for the decision and if the complaint is dismissed or partially upheld, should be detailed enough to enable a full explanation to be submitted to the complainant.
If the complaint is upheld the investigation will provide sufficient information to identify any improvement arrangements that need to be instigated. An outline of these will be supplied to the complainant.