Patient feedback

Our PALS team can help if you wish to raise a concern or complaint, or pass on positive feedback.

The Patient Advice and Liaison Service (PALS) can help if:

  • You are worried and not sure what to do or where to go
  • You need clarity about a situation
  • You want someone to listen to your experience of our services
  • You need information and advice about your care
  • We can pass on praise and compliments to staff and services if you have had a good experience

Take a look at our PALS leaflet for more information.

Contact the PALS team

Phone
0113 206 6261
Email
[email protected]
Textphone
07468 753 025 (if you are D/deaf or speech impaired)

Our telephone lines are open 9 am to 4 pm Monday to Friday. If you call out-of-hours a member of the PALS team will respond to you the next working day.

You can also post your concerns to the PALS Team at:
Trust HQ, St James’s Hospital
Beckett Street
Leeds
LS9 7TF

What to do if you have a problem or concern

If possible, tell someone as soon as you are aware of the problem. For example, the Nurse, Charge Nurse, Ward Sister, Matron, Doctor or Receptionist. In many cases they will be able to help you with your problem straight away or provide information, clarification or advice to help you decide what to do next.

The Patient Advice and Liaison Service (PALS) can also support you and will be happy to listen to your concerns. They will ask the appropriate member of hospital staff to contact you to talk through and resolve your concerns as quickly as possible, usually within two working days.

What’s involved in making a complaint?

1. Considering a concern or complaint

If you wish to raise a concern or complaint, contact the PALS Team for advice. The PALS Team will support you to decide how the issues you are raising will be managed.

2. Making a formal complaint

If you wish to make a formal complaint, the Complaints Team will:

  • Allocate a dedicated Complaints Handler
  • Explain to you what happens next
  • Support you through the complaint process which may include a meeting
  • Inform you of when a response is expected

3. Staying informed

Your dedicated Complaint Handler will keep you informed. You are able to contact your Complaint Handler whilst your complaint is being investigated. You may be contacted by the hospital team leading the investigation by telephone to discuss the best way to resolve your complaint

4. Receiving outcomes

Your Complaint Handler will inform you when you can expect a response to your complaint. You will receive a written response, which will include details of any actions that have been taken as a result of the investigation into your complaint.

5. Reflecting on the experience

We would like to know how we could have improved your experience of the complaints process and appreciate any information that will help us understand this. We will provide you with details in our response letter of how to give us feedback.

Independent advice for help

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.

Advonet

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: Independent Health Complaints Advocacy Service – 0300 012 4212
  • East Riding: Carers Federation – 0808 8023000

What if my complaint cannot be resolved?

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.

Usually, we would suggest you contact the Parliamentary and Health Service Ombudsman (PHSO) for help. However, due to the COVID-19 crisis they are not accepting any new referrals and not proceeding with existing cases. More information can be found on their website.

How to contact the Ombudsman

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