Complaints, Feedback and using PALS

Complaints, Feedback and using PALS

Feedback & complaints

We are always happy to receive suggestions for improvement and like to know if we are doing something well. If you are unhappy about any of our services, please speak to our practice manager, Mrs Liz Brittlebank, who will be happy to discuss your problems privately.  You can also pick up a copy of our complaints information leaflet.

If you are dissatisfied with the service we have provided, we follow the NHS complaints procedure which you can access via the practice manager.

Some patients find it easier to talk to someone outside the practice in the first instance.  The PALS organisation provide this kind of service.  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 - particularly if this is a time 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 t thie 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. 

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

Contact PALS

By phone - 0800 032 02 02


Text 01670511098