Patient Advice and Liaison Service (PALS)

Nurse looking after an elderly patient

PALS is an impartial confidential NHS service that can provide patients, relatives and carers using the East Cheshire NHS Trust with ‘on the spot’ help, support and information.
 
PALS can liaise with staff and managers to sort out issues quickly. Your feedback will also help us to improve the quality of our services.

PALS

Patients are the most important people in the NHS and PALS is here to make sure you receive the best possible service when you are under our care.

PALS is an impartial confidential NHS service that can provide patients, relatives and carers using the East Cheshire NHS Trust with ‘on the spot’ help, support and information. 
 
PALS can liaise with staff and managers to sort out issues quickly. Your feedback will also help us to improve the quality of our services.

What does PALS do?

  •          Listens to your comments, suggestions or queries on the services the trust provides.
  •          Helps to sort out problems quickly on your behalf.
  •          Helps you decide what to do and advises you if you wish to make a formal complaint.
  •          Helps you get information you need about NHS services.

How does PALS do this?

  •          Listens to your concerns.
  •          Helps to find the best way to resolve your problems.
  •          Accompanies you to meetings with trust staff, if possible.
  •          Liaise with hospital staff on your behalf.
  •          Provides an independent link between you and the hospital.

In this way many problems can be dealt with immediately but if you are still unhappy you can make a formal complaint by letter, telephone or by email.

Complaint

If you wish to make a complaint please write to:

Office of the Chief Executive
Trust Headquarters
2nd Floor, New Alderley Building
East Cheshire NHS Trust
Macclesfield District General Hospital
Victoria Road
Macclesfield
SK10 3BL

Alternatively you can contact or speak to a member of the Customer Care Team who will assist you in making a complaint:

Telephone: 01625 661111 or 01625 661449
Email: 
ecn-tr.CustomerCareService@nhs.net

On receipt of your complaint a member of the customer care team will call you to discuss your complaint. They will agree a response date with you which is a full reply from the chief executive, usually within 25 working days, unless your complaint is complex in which case we will aim to respond within 45 working days. 

Your complaint will then be acknowledged in writing within three working days and the letter will offer you the date you can expect the response from the chief executive.  If we cannot respond to you on the date agreed we will contact you and tell you why.

You will also be offered the opportunity to meet staff if you feel this would be beneficial.

Help in complaining

If you feel you need any further information or assistance with your complaint, please contact the Healthwatch Cheshire East, Independent Complaints Adocacy

Telephone: 0300 323 0006
Email: info@healthwatchcheshire.org.uk

You can find further information on the Health Watch Cheshire website at www.healthwatchcheshireeast.org.uk

Health Service Ombudsman

If you remain dissatisfied with the way we have dealt with your complaint you can refer your complaint to the Health Service Ombudsman. This is an independent body set up to promote improvements in healthcare. If you wish to refer your complaint to the Health Service Ombudsman you must do so within twelve months of the event complained about. You can do this in the following way:

Telephone: 0345 015 4033
Email: 
phso.enquiries@ombudsman.org.uk

You can find further information on the Health Service Ombusman website at www.ombudsman.org.uk.

Raising concerns or making a complaint will not affect your care or treatment at East Cheshire NHS Trust. East Cheshire NHS Trust would like to assure you that patients will not be discriminated against as a result of raising any concerns or complaints.

Reports

A core function of Customer Care is to act as a catalyst for change and improvement by providing the trust with information and feedback on problems arising and gaps in services.

The Customer Care Team are committed to ensuring service users and carers are involved in the development of services through their own experiences
 
The Customer Care Team produce weekly, monthly and quarterly reports which are shared with the Heads of Service, Clinical Directors and the Trust board. Monthly reports also also shared with the Clinical Commissioning Group.

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