Patient Advice and Liaison Service (PALS) and Complaints

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.

Please contact the PALS team (below) or read our pdf PALS easy read leaflet (1.3 MB).   

Tel: (0113) 2066261 or (0113) 2067168 - answer phone available outside working hours.

Fax: (0113) 2066146

E mail: mailto patient.relations(at)leedsth.nhs.uk

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.

What if I don’t want to complain but want something done?

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.

How do I complain?

  • Write to the Chief Executive or Complaints & PALS 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. Include any helpful information such as your date of birth or hospital unit number.
  • Complete the doc complaint form (34 KB) online or post it to us
  • Email patient.relations@leedsth.nhs.uk
  • 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 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.  

We will:

  • 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.

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?

The Yorkshire and Humberside External Link Independent Complaints Advocacy Service (ICAS) can provide independent, free information, advice, support and representation to people wanting to make a complaint about NHS treatment. Tel: 0808 802 3000

‘Advocacy Network – Leeds’ can provide information about other specialist advocacy services. Tel: (0113) 244 9045.

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.

You can contact the Ombudsman by

Website:           External Link www.ombudsman.org.uk

Email:               mailto phso.enquiries(at)ombudsman.org.uk

Telephone:        0345 015 4033 Mon - Fri 8.30 - 5.30

Write to:           The PHSO, MillbankTower, Millbank, London, SW1P 4QP  

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