PALS has been part of every NHS trust since 2002. Staff are a point of contact for patients with concerns, their families and carers.
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What is the role of PALS in the NHS?
The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers. You can find PALS officers in your local hospital.
How do PALS deal with complaints?
PALS does not investigate formal complaints but focuses on resolving issues, as well as dealing with questions, suggestions and concerns. If you are acting on behalf of a patient, PALS will need to obtain verbal consent from the patient in the first instance.
How do I complain about NHS England?
You can complain or give feedback:
- By post to:
- NHS England. PO Box 16738. Redditch. B97 9PT.
- By email to: [email protected].
- By telephone: 0300 311 22 33.
- Our opening hours are 9am to 3pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays.
How do I complain to Broadgreen Hospital?
Call 0151 706 4903 (if we cannot take your call, please leave an answer machine message and we will return your call as soon as possible).
How long does a PALS investigation take?
PALS is a less formal route for more immediate issues and the service aims to respond in a more informal way within 15 working days. If you still remain unhappy after your discussions to resolve your concerns, you can make a complaint with our complaints team who will be happy to help you.
Do PALS give compensation?
While PALS can help with your complaint, it does not award compensation. You should be aware that if you decide to start an NHS negligence claim, you cannot then ask PALS to investigate.
What are my rights as an NHS patient?
Be treated with dignity and respect. Accept or refuse treatment and only be physically examined with consent. Be given information about any test and treatment options open to you, what they involve and their risks and benefits. Have access to your own records.
What is the most common patient complaint?
Studies have found that the vast majority of hospital patient complaints are related to the customer service they receive, specifically in the areas of:
- Staff/Patient Communication: 53 percent.
- Long Wait Times: 35 percent.
- Practice Staff Behavior: 12 percent.
- Billing Discrepencies: 2 percent.
What to do if GP is not helping?
If you have a complaint about a GP, dentist, pharmacist or optician that cannot be resolved locally with the practice manager or pharmacist, you should contact NHS England.
What is the most common complaint received by the NHS?
GP practices – the most common causes for complaint are; Clinical Treatment (13.8%), Communications (13.7%) and Staff Attitude/Behaviour/Values (13.4%). Dental practices – over a quarter relate to Clinical Treatment (26.4%), followed by Appointment Availability/Length (12.7%) and Communications (12.1%).
Can you get compensation from an NHS complaint?
Making a compensation claim after you’ve made a complaint
If an NHS Trust investigates a complaint and accepts that there were serious failings in care, you could make a legal claim for compensation. At this point the trust will usually advise you to seek independent legal advice in order to progress matters further.
Who deals with complaints in the NHS?
The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about the NHS in England. This organisation is independent of the NHS. For more information, call 0345 015 4033 or visit the Parliamentary and Health Service Ombudsman website.
How do I complain to Aintree hospital?
Speak to our Patient Advice and Complaints Team either by visiting the helpdesk located near to the main entrance of the hospital or by calling 0151 529 3287/2400.
How do I complain to NSW health?
Contact the local health district directly, preferably in writing. To complain about a community or non hospital-based service or if you are not satisfied with how a complaint has been managed, you can put your concern in writing to the Director of Clinical Governance of your local health district.
How do I complain to Princess Alexandra hospital?
To speak about an issue or complaint
To ensure we can fix problems early on and stop the problems getting worse, please call our patient experience team on 01279 827211 or email [email protected]. Please note we are available from Monday to Friday from 10am to 4pm.
What do PALS do at the hospital?
PALS offers support, information and assistance to patients, relatives and visitors. If you have concerns about a current inpatient, please ask to speak to the ward manager or nurse in charge. They can offer you assistance and try to address your concerns.
What happens when you complain to the NHS?
What happens next? Most NHS Trust complaints procedures require an acknowledgement within 14 days but many will acknowledge your letter within 3 days. If you do not get an acknowledgement within this time frame, you should write again or telephone to check that your complaint was received.
How do NHS deal with patient complaints?
take a complaint to the independent Health Service Ombudsman if they are not satisfied with the way it has been dealt with by the NHS. make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.
Can you sue NHS for emotional distress?
Yes, you can. Despite the quality of care received by individuals in the NHS, negligence can happen at any time. Negligence can happen when you are being diagnosed with an illness when taking medication, treatment, surgery or some other medical procedure.
Do NHS settle out of court?
Do the NHS settle out of court? Yes, most medical negligence claims against the NHS are settled by negotiation, meaning you are highly unlikely to have the stress of a court case. If you sue the NHS and must go to trial, a medical attorney will be able to represent you.