Raise a concern or a complaint
We are always trying to improve our services, which is why we believe it’s important to listen to your views.
By telling us about your experiences of the care we provide – positive and negative – we can change things for the better. If you would like to make a complaint, share a concern, or give us a compliment, we’re here to support you.
Valuing and respecting your views
You have the right to raise any complaints, concerns or comments you may have about our services. In return, we will take your views seriously, investigate issues you raise, and give you a timely, full reply.
We understand that sharing your views can feel like a difficult or stressful thing to do, which is why we have dedicated teams to help you.
Service users are welcome to ask others to share their views for them if they don’t feel able to do so themselves. However, please be assured that you will not be treated differently if you reach out to us.
How we can help
If you think something isn't quite right, it's often worth discussing your issue with a relevant member of staff or their manager. For example, ward managers will usually be able to deal with problems in our services more quickly than our helplines. However, we appreciate this may not be the best option for you every time.
You can contact one of our dedicated teams for support:
- If you have a concern, or you would like some advice, contact our Patient Advice and Liaison Service (PALS) Team
- If you would like to make a complaint, contact our Complaints Team.
Raise a concern, share a compliment or seek advice
If you have a concern or you would like some advice, contact our Patient Advice and Liaison Service (PALS) Team. They can:
- Provide you with information about NHS services
- Help to resolve concerns and issues (for example, with a service)
- Share your compliments with our staff
- Refer you to the Complaints Team if this is the most suitable option
- Signpost you to specialist services, such as external advocacy groups
Call PALS Team: 0161 358 1687 (open Monday - Friday from 9am - 5pm, except on bank holidays)
Email PALS Team: firstname.lastname@example.org
Make a complaint
If ward staff or our PALS Team have been unable to resolve an issue, you may wish to contact our Complaints Team. They can:
- Explain the complaints process
- Support you to make a complaint
- Update you about the progress of your complaint
- Protect your confidentiality
- Make sure your care and treatment will not be affected
Call Complaints Team: 0161 358 0600
Email Complaints Team: email@example.com
Will my issue remain confidential?
When you contact us, we may need to discuss your issue with other staff. This is so we can investigate what has happened and identify a way to resolve it.
Your personal information will remain confidential (private). Any communications we have with you will not be saved as part of your clinical records.
When will I get a reply to my complaint?
We will acknowledge your complaint within three working days and agree a timeframe for sharing a full response with you.
What if I'm unhappy with a response to my issue?
If you feel that our PALS and Complaints Teams have been unable to help, there are a few options available to you.
For independent support, you can contact NHS Independent Complaints Advocacy or your local advocacy service. Our teams can provide you with contact details for these services should you wish to use them.
If you would like to escalate your complaint outside of the NHS, you can contact the Parliamentary and Health Service Ombudsman. The Ombudsman is independent of the NHS and Government. Please note that you will usually need to submit your complaint within one year of the event in question.
Ombudsman Tel: 0345 015 4033 / Text Tel: 0207 217 40660 / Website: www.ombudsman.org.uk
To register a complaint or concern, please fill in the below form: