Charity

Patient Advice and Liaison Service (PALS)

We are committed to providing support, advice, and information to patients, their families, and carers to ensure that their experience with our healthcare services is positive and responsive to their needs.

What is PALS?

PALS is a free and confidential service that offers support when you need advice, have concerns, or want information about the care provided by Stockport NHS Foundation Trust. We are here to help you navigate through the healthcare system, address your queries, and facilitate communication between you and the healthcare professionals.

Our Services

Whether you have questions about your treatment, need information about location services, or seek advice on healthcare-related matters, our PALS team is here to assist you. We provide clear and accurate information to help you make informed decisions about your care.

We understand that navigating the healthcare system can be challenging. Our PALS team is here to listen to your concerns, provide emotional support, and offer guidance on how to address any issues you may be facing. Your feedback is valuable, and we are dedicated to ensuring that your voice is heard.

If you have a concern or complaint about the care you have received, PALS can help guide you through the complaints process. We work closely with healthcare professionals to address and resolve your concerns in a timely and fair manner.

Your feedback is crucial in helping us improve our services. Whether it’s a compliment, a suggestion, or a complaint, we welcome your input. PALS acts as a bridge between patients and the healthcare providers, facilitating open and transparent communication.

You have the right to make a complaint about any aspect of care provided by Stockport NHS Foundation Trust. Many people find it useful to discuss concerns straight away with the ward or department, or with our patient and customer service department. However, you do not need to have previously done this in order to make a formal complaint.

If you do decide to make a complaint, this should normally be no more that twelve months after the event you are complaining about.

Our experience has shown us that when someone puts their complaint in writing, it gives them the opportunity to really consider the questions they wish to be addressed along with their desired outcome, all of which are very helpful in assisting us to resolve complaints.

What PALS Can and Cannot Do

What we can do:

  • Help resolve problems with wards, clinics, or staff.
  • Assist with general hospital/service enquiries.
  • Advise on NHS Complaints Procedure if needed.
  • Feed back ideas for improvement to relevant areas and update the patient.
  • Record praise and compliments about care received.
  • Contact other trusts if the concern is outside our Trust or provide relevant contact info.

What we cannot do:

  • Offer counselling services.
  • Give detailed medical information or diagnoses.
  • Change, influence or overrule medical decisions.
  • Book, change, or expedite appointments.
  • Respond to requests for work experience, volunteering, references, invoices, job applications, or promotional materials.

Independent Advocacy

Anyone making a complaint about NHS services can receive free independent advice and support from specialist advocacy services if they wish. These services are commissioned by Local Authorities so the service you access will depend on who your local council is. To find out which service to access in your area, speak to our PALS and Complaints Department or alternatively you can contact your local council directly.

For more information on making a complaint please see the leaflet below.

Comments, Concerns and Complaints Downloadable PDF

For Easy Read information on how to make complaints, please see the leaflets below. 

Making A Complaint – PHSO Easy Read How to contact Stockport NHS PALS – Easy Read

Contact details

You can contact our PALS and Complaints Department via the details below,  or you can write to:

PALS and Complaints Team phone:
0161 4195678
PALS and Complaints Team email:
[email protected]
Address:

PALS and Complaints Department
Stockport NHS Foundation Trust,
Stepping Hill Hospital,
Poplar Grove,
Stockport, SK2 7JE