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Patient Advice/Feedback

Patient Advice and Liaison Service (PALS)

PALS The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.


What does PALS do?

In particular, PALS will:

  • Provide you with information about the NHS and help you with any other health-related enquiry
  • Help resolve concerns or problems when you are using the NHS
  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
  • Provide you with information and help introduce you to agencies and support groups outside the NHS
  • Inform you about how you can get more involved in your own healthcare and the NHS locally
  • Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
  • Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.


Feedback

We are always happy to receive feedback from our patients.  There are many ways this can be provided:

·  Comment slips are available in all our receptions

·  Tell the reception team

·  Write in to or ring Chris Greenwood our Patient and Staff Liaison manager.  Chris is not always immediately available but will get back to you as soon as he can and usually no later than 48 hours after your initial contact

 

We will try to sort out your problem quickly and by discussion with yourself if you are happy to do it that way.  Where appropriate we will also share any outcomes from our discussions throughout the practice to support service improvement or change.

 

If you don’t want to talk to us about things and would rather make a formal complaint there is a process in place for dealing with these.  These are the main things that you need to do:

  • Put as much detail as you can about your complaint in writing
  • Let us have this within 12 months of the incident that caused the problem or within 12 months of you discovering you have a problem
  • If you want someone to complain on your behalf we will have to know that they have your permission to do so in writing

 

We will:

  • Acknowledge your complaint three working days
  • Aim to send a formal response within ten working days or keep you informed if there is to be a delay
  • Offer you a meeting with Dr Chase our lead Partner for complaints and Chris Greenwood our Patient and Staff Liaison manager to discuss the matter further.
  • If your concerns still remain after this meeting you can refer your complaint to either of the following teams depending on the type of complaint:

 

Independent Contractor complaints / concerns / enquiries

ALL complaints, concerns and enquiries queries regarding Independent Contractor Services (e.g. GP, Dentist, Pharmacy, Opticians) should be directed to:

NHS England,

P.O. Box 16738

Redditch

B97 9PT

Tel: 0300 311 22 33 (Monday to Friday 8am – 6pm, excluding English Bank Holidays)

Email: england.contactus@nhs.net

 

Complaints regarding commissioning decisions / issues e.g. individual patient funding requests and continuing health complaints

Complaints should be directed to:

Customer Care Team

Lancashire Commissioning Support Unit

Lancashire Business Park

Jubilee House

Centurion Way

Leyland. PR26 6TR

 

Tel: 0800 032 2424

Email: customer.care@lancashirecsu.nhs.uk

 

If you want more details about how to provide feedback please click the link to go to our feedback leaflet.

Printable Patient Feedback Form



 
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