Our PALS team can help if you wish to raise a concern or complaint, or pass on positive feedback.
For the Infected Blood Inquiry useful support and guidance please visit our dedicated page.
The Patient Advice and Liaison Service (PALS) can help if:
Take a look at our PALS leaflet for more information.
Our telephone lines are open 9 am to 4 pm Monday to Friday. If you call out-of-hours a member of the PALS team will respond to you the next working day.
You can also post your concerns to the PALS Team at:
Trust HQ, St James’s Hospital
Beckett Street
Leeds
LS9 7TF
If possible, tell someone as soon as you are aware of the problem. For example, the Nurse, Charge Nurse, Ward Sister, Matron, Doctor or Receptionist. In many cases they will be able to help you with your problem straight away or provide information, clarification or advice to help you decide what to do next.
The Patient Advice and Liaison Service (PALS) can also support you and will be happy to listen to your concerns. They will ask the appropriate member of hospital staff to contact you to talk through and resolve your concerns as quickly as possible, usually within two working days.
If you wish to raise a concern or complaint, contact the PALS Team for advice. The PALS Team will support you to decide how the issues you are raising will be managed.
If you wish to make a formal complaint, the Complaints Team will:
Your dedicated Complaint Handler will keep you informed. You are able to contact your Complaint Handler whilst your complaint is being investigated. You may be contacted by the hospital team leading the investigation by telephone to discuss the best way to resolve your complaint
Your Complaint Handler will inform you when you can expect a response to your complaint. You will receive a written response, which will include details of any actions that have been taken as a result of the investigation into your complaint.
We would like to know how we could have improved your experience of the complaints process and appreciate any information that will help us understand this. We will provide you with details in our response letter of how to give us feedback.
If you wish to seek independent information, advice, support or representation during the course of your complaint, Leeds Independent NHS Complaints Advocacy can provide this for you.
If you live outside the Leeds area, you can contact your local agency for support and advice:
We will make every effort to try and resolve your complaint or concern. If you are not happy with the response you receive let us know as soon as possible. We can meet with you to discuss the matter or carry out more investigation.
If you feel that your complaint has not been resolved by our trust complaints services, we suggest that you visit the Parliamentary and Health Service Ombudsman (PHSO) Website for help, advice and contact them.