Raising Concerns

If you are concerned about any aspect of your care or need further information, please do not hesitate speak to a member of staff.  We would like to resolve any issues you have as soon as possible and make sure you have all the information you need.  It is easier to deal with queries as they arise; it can feel difficult to speak with staff when you are concerned, but please do so.

Patient Advice and Liaison Service (PALS) and Complaints
 

What is the Patient Advice and Liaison Service (PALS)?

The Patient Advice and Liaison Service (PALS) is part of the Trust’s Patient Advice Services department. PALS provides confidential, on the spot advice and support to patients, carers, relatives and users of health the Trust’s services, helping them resolve any concerns they have. The PALS OfficerPALS Officers are is able to negotiate immediate solutions and where necessary, will steer patients and their families towards other relevant agencies.

where possible and also liaise with other departments within the Trust in order to resolve concerns. In addition, PALS may direct patients and their families towards other relevant services which may be able to offer them advice and support.

If you want to speak with someone who is not involved with your care who can help, our Patient Advice and Liaison Service (PALS) provides a confidential, on-the-spot advice and support service, to help to sort out any concerns you as a patient, relative, carer, or user of one of our services may have.

Our PALS team acts independently when handling your concerns.  Our PALS staff liaise with clinical staff, managers and, where appropriate, other relevant organisations to negotiate solutions to issues that you might have about our service.

How do I contact PALS and where is PALS based?

The PALS has kiosks based at Castle Hill Hospital and on the Ground Floor, Main Entrance, Hull Royal Infirmary., however we will make appointments with patients or staff anywhere in the Trust. A drop-in service is in operation, as PALS does not run a specific appointments system.

PALS leaflets

The following leaflet tells you more about the PALS.  It is available in a number of languages:

• PALS Leaflet in English
• PALS Leaflet in English (Large Print)
  For people who have a visual impairment it may be beneficial to print on coloured paper.
• PALS Leaflet in Arabic
• PALS Leaflet in Bengali
• PALS Leaflet in Cantonese
• PALS Leaflet in Farsi
• PALS Leaflet in French
• PALS Leaflet in Greek
• PALS Leaflet in Gujarati
• PALS Leaflet in Hindi
• PALS Leaflet in Italian
• PALS Leaflet in Japanese
• PALS Leaflet in Kurdish
• PALS Leaflet in Mandarin
• PALS Leaflet in Pashto
• PALS Leaflet in Polish
• PALS Leaflet in Portuguese
• PALS Leaflet in Punjabi
• PALS Leaflet in Russian
• PALS Leaflet in Somali
• PALS Leaflet in Spanish
• PALS Leaflets in Tagalog
• PALS Leaflets in Thai
• PALS Leaflets in Turkish
• PALS Leaflet in Urdu
• PALS Leaflet in Vietnamese

Formal complaints

If our PALS service is not able to help with your concerns, you might wish to make a formal complaint.  Our PALS service will be able to take you through the process to make a formal complaint.

When should I complain?

It is best to raise your concerns as soon as possible after the problem occurs. The NHS Complaints Procedure specifies time limits for making a formal complaint.

• No more than 6 months after the event.
• We may consider individual cases beyond these times if appropriate.

How should I make a formal complaint?

If you have been in contact with the PALS team, they can help pass on your concerns to the Complaints Department.

Alternatively, you can contact the Complaints Team directly:

Head of Complaints
Complaints Department
5th Floor
Alderson House
Hull Royal Infirmary
Anlaby Road
Hull HU3 2JZ

Tel: 01482 605284
Email: pals.hey@hey.nhs.uk

In order to investigate the complaint fully, it would be helpful to include as much detail as possible in a formal complaint, including, if possible, a list of issues you would specifically like to be addressed.