PALS (Patient Advice and Liaison Service)
If you, your relatives or carers have questions, or you are unhappy with any aspect of your care, please speak to a member of the ward or clinic staff as soon as possible.
Very often problems can be resolved at this point.
If the issue isn’t resolved or you feel you still need further support, then you can talk to PALS.
We provide the opportunity to discuss in confidence any concerns or comments you may have about the care you or someone you care for is receiving.
We Can help if:
- You want to pass on a compliment to our staff
- You are worried or not sure what to do or where to go
- You would like to tell us about a concern or complaint
- You need clarity about a situation
- You want someone to listen to your experience of services
- You need information or advice about your care
We can pass on your praise and compliments to a particular ward or service
You can contact PALS using
Convo Now app
Our office is open from 9:00am to 4:00pm Monday to Friday. Our telephone lines are open 10:00 am to 3:00 pm Monday to Friday. If you call out-of-hours and leave a message, or email, a member of the PALS team will respond to you within 24 hours or the next working day.
You can also post your concerns, complaint or compliment to the PALS Team at:
The Complaint Process
We can give you advice on the complaint process. If you have a complaint it should be raised:
- Within 12 months of the event or
- Within 12 months of you realising that you have something to complain about.
This time limit may be extended depending on circumstances as we treat each complaint individually.
All complaints are treated in confidence. Complaints are not kept in healthcare records and will not affect on-going or future treatment in any way.
The PALS team can provide you with more information about this process.
The Advonet Group
Independent advocacy support through the NHS complaints process, as well as signposting to other advocacy services as appropriate.
Nursing and Midwifery Council
The Nursing and Midwifery Council offer support to any patient, service user, family member, or member of the public who has concerns about a nurse, midwife or nursing associate on register.
General Medical Council
The General Medical Council support any patient, service user, family member, or member of the public who has concerns about doctors, physician associates (PAs) or anaesthesia associates (AAs) who work in the UK.