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If you are unhappy with your NHS care or treatment, or how you were dealt with, you have the right to make a complaint. The role of the Parliamentary and Health Service Ombudsman is to make final decisions on complaints that have not been resolved by the NHS, operating fairly and without taking sides. Using PALS does not mean it excludes you from makinga formal complaint if you remain unhappy or have further concerns.
We may need to collect personal information from you so that we can provide the best possible service. We will contact you within three working days of receiving your complaint and will then agree with you how we will look into your complaint and what you can expect.Please be assured that your personal details will not be shared with anyone else without your consent. You should raise your complaint as soon as possible, but in any case, within 12 months of you becoming aware that a problem has occurred. If you, or someone on your behalf, has questions or is unhappy with the care you receive, we ask that in the first instance, you talk directly to the staff involved in your treatment and care.
The Patient Advice and Liaison Service (or PALS) is a free, informal, confidential help and advice service for patients, carers and their families. If you are unhappy with NHS services or treatment that you have received, or if you have been affected by the actions or decisions of an NHS organisation then you can raise a complaint. We may need to collect personal information from you to help provide the best possible service, but we will not share your details with anyone without your consent. We are hereto provide information in response to queries, and to ensure concerns and problems are resolved as quickly as possible by the relevant department or service within our hospitals.We also appreciate that those using our services have different needs and we want to make sure you do not face any barriers when raising a complaint. If not, they will explain how the complaints process works and will request a thorough investigation.
PALS is a non-clinical point of contact within the hospital for any patients, relatives, carers, or visitors requiring advice or assistance in relation to services provided by our Trust. Often, questions, problems, and concerns can be addressed straight away, and we want you to feel confident about raising any issues or concerns to enable us to put things right and ensure you have confidence in the care that you are receiving. From 1 July 2023, complaints for primary care services (GP) should be shared with the Staffordshire and Stoke-on-Trent ICB Complaints team, using the details provided in the next section: How do I make a complaint?You will be asked to provide consent to share your concerns with all organisations involved and will usually receive a single, coordinated response. This support can help by providing free, confidential and independent support and information about the NHS complaints procedure. If you are unhappy with our services, or the care you have received, please let us know so that we can try to put things right. They can help you put your complaint in writing and attend meetings with you, but they do not investigate complaints.
We are committed to providing the best quality care in a friendly, pleasant and professional environment. Sometimes, however, things go wrong, and should that happen, PALS aim to help with any concerns you may have. The complaints team will always consider whether there is a way to resolve your complaint quickly and informally.
If you do not feel able to raise your concerns directly with the staff on the ward or department where you are receiving treatment, or you do not know who to speak to, you can contact PALS. It is there to help when you need advice or have concerns about health-related matters, or simply don’t know where to turn. We have lots of different styles, sparkly fabrics to make your pet carrier the only home your pet will ever need.
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