The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.
PALS provides help in many ways. For example, it can:
PALS can give you information about:
PALS also helps to improve the NHS by listening to your concerns and suggestions.
If you're not happy with the service you receive at The Royal Orthopaedic Hospital you can make a complaint.
A complaint should be made within twelve months of an issue occurring (or within twelve months of the date of discovering the problem). The earlier you can inform us, the more easily your complaint can be dealt with. We aim to acknowledge your letter within 2 - 3 working days and to agree a timescale with you to provide a full response to your complaint.
In order to deal with your complaint effectively we will need as much of the following information as possible:
An outline of the nature of the complaint with as many facts as possible (e.g. dates, times, places and names)
If you are making a complaint on behalf of someone else please try to provide the information listed above. Complaints may be made on behalf of an existing or former patient if the person making the complaint has the patient’s consent to do so. We will ask the patient to complete a consent form to ensure that we do not breach patient confidentiality.
The purpose of the NHS complaints procedure is to:
An investigation will take place which may involve liaising with medical, nursing, clerical and paramedical staff to gain a full understanding of the circumstances surrounding the complaint. Some complaints may be resolved quickly but others may take longer. We aim to resolve complaints within the agreed timescale but if we are unable to do so we will write to you explaining the delay.
When the investigation is complete we will send you a full written response to your complaint. If you would like to discuss our findings in person, please call us to schedule an appointment.
If, following the above actions, you are still unsatisfied with the outcome of the investigation, the member of staff responsible for the investigation will make you aware of any further options open to you. These include an independent review of your complaint by the Health Service Ombudsman.
An independent review must be requested within two months of receiving our final response letter and requests should be sent to the Health Service Ombusdman directly.
Health Service Ombudsman
Mill Bank Tower
0845 015 4033
Alternatively, you can complain to the commissioner of our service NHS Birmingham Crosscity CCG.