We are committed to ensuring that we deliver high quality, safe, effective, patient-focused care through the services we provide. Sometimes, however, things go wrong, and should that happen, PALS aim to help with any concerns you may have.

We understand that some people worry that their treatment might be adversely affected because they have raised a complaint. We appreciate this is not always possible and where this period has passed, we would still like you to speak with us.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.

If you complain to us about a service that we have commissioned, we will manage the complaint but will need to ask the provider to investigate. Using PALS does not mean it excludes you from makinga formal complaint if you remain unhappy or have further concerns. 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. Our staff work hard to get things right, but sometimes things don’t go as well as we would like them to. The complaints team will always consider whether there is a way to resolve your complaint quickly and informally.

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. We may need to collect personal information from you so that we can provide the best possible service. If not, they will explain how the complaints process works and will request a thorough investigation.

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. 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? They can help you put your complaint in writing and attend meetings with you, but they do not investigate complaints. For complaints about primary care (dental practices, community pharmacies and opticians) or prison healthcare, these should be directed to NHS England as they commission those services. 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 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.