Feedback and advocacy

We want to hear about your experience of Adult Social Care.

Whether you have received support yourself, care for someone else, or are using our services, your feedback helps us understand what is working well and where we can improve.

We welcome compliments, comments, suggestions and complaints.

By listening to people and learning from their experiences, we can continue to improve the support we provide.

Compliments

If you have had a positive experience, we would love to hear about it.

Your feedback helps us recognise good practice and celebrate the work of our staff, providers and partners.

Comments and suggestions

If you have an idea about how we could improve our services, please let us know.

Your feedback helps us understand what matters most to people and shape future improvements.

Complaints

If you are unhappy with the support or service you have received, we want to understand what has gone wrong and work with you to resolve it.

We will investigate complaints fairly and explain the outcome clearly.

If your complaint involves both Adult Social Care and NHS services, we may work with health partners to carry out a joint investigation.

• Submit a compliment

• Submit a complaint

• Give us feedback by sending a comment

• Adult social care complaints procedure (PDF 374 KB)

• Making a social care complaint (PDF 209 KB)

Getting support to have your voice heard

Sometimes people need support to understand information, express their views or take part in decisions that affect their lives.

Advocacy can help make sure your wishes, feelings and views are listened to and taken into account.

An advocate is independent and works on your behalf. They can help you understand your rights, explore your options and communicate what matters to you.

When might I need an advocate?

An advocate may be able to help if you:

• find it difficult to understand information about your care or support

• need support to express your views or make decisions

• feel your voice is not being heard

• want support during meetings or assessments

• need help raising concerns or making a complaint

• are involved in decisions about your health or social care services

Independent advocacy services

We commission independent advocacy services to support people in Lancashire.

Advocacy services are free and confidential.

An advocate can help you make informed choices, understand your rights and ensure your views are represented when decisions are being made about your care and support.

Find out more about the support available from Advocacy Focus.

We also want people who use services, carers and communities to help shape Adult Social Care in Lancashire.

Sharing your experiences and ideas helps us improve services and better understand what matters most to local people. Find out more about working with you to make services better.