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Patient Advice and Liaison Service (PALS)

The South Nottinghamshire County Patient Advice and Liaison Service (PALS) provides information and advice on local NHS services for patients, their families and carers and is often the first point of contact for residents who live in the South Nottinghamshire County area.

PALS can be contacted by:

Telephone: 0800 028 3693 (option 2)
Email: pet@nottinghamnortheastccg.nhs.uk
In writing:

Freepost RTHU-JLJL-LGLT
Patient Experience Team
South Nottinghamshire CCG's
Civic Centre
Arnot Hill Park
Arnold
NOTTINGHAM
NG5 6LU


The PALS team will:

Listen – Provide a confidential listening and support service for any concerns that patients, their relatives and carers may have

Inform – Provide information about NHS treatment and services provided

Advise – Provide immediate advice on how to resolve queries and advise on voluntary agencies offering help and support

Help – Help patients, their relatives and carers find their way through the NHS

Involve – Provide information about how patients and the public may become involved in the planning and development of NHS services


Should PALS be unable to resolve your enquiry then you may wish to take the matter further via the formal NHS Complaints route and the Patient Experience Officer will advise you how to do this.

Please note: PALS staff do not provide long term advocacy support, counselling, diagnosis or clinical advice. If you require clinical advice, you should contact your family doctor or, alternatively, contact NHS 111 on 111 or visit the NHS Choices website at www.nhs.uk

 

Complaints

Complaints form a very important element of feedback to us as they reflect where services commissioned/provided by the CCG have failed to meet with user expectations.

It is often possible to resolve issues of concern straight away, and therefore wherever possible you should discuss your concerns with someone close to the source of your complaint, e.g. doctor, nurse, therapist, receptionist or manager. However, if you feel unable to do this / you want the CCG to lead the investigation you can contact the Patient Experience Team.

Anyone who is or has been receiving NHS treatment can access the NHS Complaints procedure. This includes a patient’s relatives or carers, as long as you have their written consent to do so. An organisation called POhWER can provide you with support and advocacy. You can contact POhWER by phone on 0300 020 0093 or email yourvoiceyourchoice@pohwer.net .

Complaints should be made as soon as possible. Usually we will only investigate complaints that are either made:

within 12 months of the event

or

within 12 months of you becoming aware there is something you wish to raise as a formal complaint.

The above timescales can be waived under certain circumstances.

To make a complaint contact the Patient Experience Team via one of the following options:

In writing:
Freepost RTHU-JLJL-LGLT
Patient Experience Team
South Nottinghamshire CCG's
Civic Centre
Arnot Hill Park
Arnold
NOTTINGHAM
NG5 6LU

Telephone: 0800 028 3693 (option 2)

Email: pet@nottinghamnortheastccg.nhs.uk

Please Note:

If your complaint relates to primary care, e.g. GP, Dentist, Pharmacist or Optometrist please contact NHS England as follows:

In Writing:
NHS England PO Box 16738 Redditch B97 9PT
Telephone: 0300 311 22 33
E-mail: england.contactus@nhs.net

Please write ‘For the attention of the Complaints Manager’ in the subject line

Patient Stories

Your NHS stories and feedback really count

Your feedback is extremely important to us. Telling us about your experience, good or bad, means that we can better understand what is important to you, what we are doing well and where there are areas where we need to make improvements.

Your feedback can help us to:

Ensure our services are sensitive to the needs of patients, carers and visitors.
Improve and enhance the hospital experience.
Improve planning and decision making, taking into account our aim to ensure fair and equal use of services.
Ensure we are open and transparent in all that we do.


You can share your experiences with us in the following ways:

1. Complete the Patient Experience Form (survey monkey)
2. E-mail: pet@nottinghamnortheastccg.nhs.uk
3. Call: 0800 028 3693 (option 2)
4. In person (call the above number to arrange an appointment)
5. Join us at local NHS events – check out CCG websites for upcoming dates


Check out what action we’ve taken with recent patient stories, comments and complaints in our You Said, We Did report.

 

Patient Stories

Patient stories are an invaluable way of helping us to understand how the services we deliver impact on you. They are recognised as an effective and powerful way of making sure that your voice is heard.

Research shows that patient stories bring experiences to life and encourage the NHS to focus on the patient as a person rather than a condition or an outcome. By gathering patient and carer narratives we can discover what really matters to you.

If you would like to share your story then contact a member of the Patient Experience Team.

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