PALS and complaints

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.

How can PALS help?

PALS provides help in many ways. For example, it can:

  • help you with health-related questions
  • help resolve concerns or problems when you're using the NHS
  • tell you how to get more involved in your own healthcare

PALS can give you information about:

  • the NHS
  • the NHS complaints procedure, including how to get independent help if you want to make a complaint
  • support groups outside the NHS

PALS also helps to improve the NHS by listening to your concerns and suggestions.

How do I contact PALS?

0121 685 4128
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Making a complaint

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.

Information required

In order to deal with your complaint effectively we will need as much of the following information as possible:

  • Name
  • Address
  • Telephone number
  • Date of birth
  • Patient number

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.

What will happen to your complaint?

The purpose of the NHS complaints procedure is to:

  • Provide you with an explanation in relation to the concerns you have raised
  • Apologise where appropriate
  • Identify steps to prevent recurrence where appropriate

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.

Further action

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
Mill Bank
London
SW1P 4QP

0845 015 4033

Alternatively, you can complain to the commissioner of our service NHS Birmingham Crosscity CCG.

Contacting the complaints team

0121 685 4128
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