Patient Advice and Liaison Service (PALS) and Complaints
Your views are very important to us as they help us to improve the service we provide. We take regular surveys of patients to ensure we are not missing anything. We welcome any kind of feedback, whether positive or negative as this helps us identify where things are working well and also where there may be room for improvement.
This page provides information about Leeds Teaching Hospitals NHS Trust’s process for raising a concern (using PALS) or a complaint about the care or service you received as a patient.
You may also wish to raise a concern or complaint on behalf of another person. Where possible, the patient will be asked to give their permission for you to pursue a problem on their behalf, where our response requires us to pass on confidential information about their healthcare.
Tel: (0113) 2066261 - Available during normal working hours only (9:00am to 4:30pm Monday to Friday).
Tel: (0113) 2067168 - For queries outside of normal working hours, please leave a voicemail.
We do value concerns and complaints as a means of improving the quality of our service and staff within the Patient Experience Department will be happy to guide you through the process, or answer any questions you may have.
As a point of information, if you are solely seeking compensation we are unable to deal with such requests under the NHS complaints procedure.
Patient information leaflets
If possible, tell a member of staff as soon as you are aware of the problem. Often they can sort out your problem straight away or provide information, clarification or advice to help you decide what to do. Contact the Patient Advice and Liaison Service (PALS) Team as above.
What if I do want to complain?
We have a formal complaints procedure. We follow this to ensure a complaint is thoroughly investigated and you get a written response.
- Investigate the issues raised by your complaint.
- Aim to provide you with a full written explanation and response to your complaint within an agreed timescale.
- Inform you of any changes to the agreed timescale.
- Do everything possible to resolve your complaint to your satisfaction. This may involve meeting with you, or introducing some form of mediation.
- Learn from the complaint you have made and make changes where appropriate.
Anonymous information about your complaint may be used for other purposes such as staff training.
How do I complain?
- Write to the Chief Executive or Complaints Manager, Patient Experience Team, at St James’s Hospital, Trust Headquarters, Beckett Street, Leeds, LS9 7TF. Be as specific as you can and describe what happened. Please tell us your name and date of birth or that of the patient if you are raising concerns on behalf of someone else.
- Complete the complaint form online or post it to us
- Email: firstname.lastname@example.org
- Contact the PALS Team (see contact details above) whose staff are happy to give help and advice if you are unsure whether or how to complain.
What if I am scared to complain?
No member of staff will treat you differently because you have complained. If you feel you have been discriminated against as a result of making a complaint, let the PALS Team know.
Is there a time limit for complaining?
Yes, the complaint should be made:
- Within 12 months of the event, or
- Within 12 months of you realising that you have something to complain about
Can anyone help me?
If you wish to seek independent information, advice, support or representation during the course of your complaint, Leeds Independent NHS Complaints Advocacy can provide this for you.
If you live outside the Leeds area, you can contact your local agency for support and advice:
Bradford: Independent Complaints Advocacy Team (ICAT) - 01274 750784
City of York: York Advocacy (provided by York MIND) - 01904 414357
North Yorks: Cloverleaf Advocacy - 01924 454875
East Riding: Carers Federation - 0808 8023000
What if you don’t resolve my complaint?
We will make every effort to try and resolve your complaint or concern. If you are not happy with the response you receive let us know as soon as possible. We can meet with you to discuss the matter or carry out more investigation, or suggest you contact the Parliamentary and Health Service Ombudsman (PHSO) for help. The Ombudsman can review the way your complaint has been handled within 12 months of the final outcome.
How to contact the Ombudsman
Other Useful Information