As well as providing a confidential advice and support service, PALS provides information on:
Patient Advice and Liaison Services (PALS) Pennine Care NHS Foundation Trust Trust Headquarters 225 Old Street Ashton-under-Lyne Lancashire OL6 7SR
Tel: 0161 716 3178 (24 hour answer phone) Contact: pals.penninecare@nhs.net
Email: complaints.penninecare@nhs.net Call: 0161 716 3083
Write to us:
Pennine Care NHS Foundation Trust Headquarters Complaints Department 225 Old Street Ashton-under-Lyne Lancashire OL6 7SR
There are some drop down menus further down the page with more information about making a complaint, including who can make a complaint, how it will be handled and what to do if we're unable to resolve it.
If you can't find the information you're looking for, please contact our complaints department on the details above.
Email it to: pcn-tr.complimentspenninecare@nhs.net.
Chief Executive Pennine Care NHS Foundation Trust Headquarters 225 Old Street Ashton-under-Lyne Lancashire OL6 7SR
Once your compliment has been received, our chief executive will write to the member of staff, (or the team or department manager) to inform them. Your compliment will also be (anonymously) reported to our Board.
A number of our services are also listed with business pages on Google, so you can leave a review and let us know how we're doing.
These are monitored by our patient feedback team, who can give more information and share your comments with the service manager.
If you can't find the service your looking for, you can use our central Pennine Care NHS Google listing:
We welcome any comments or messages on social media about how we're doing.
We're able to pass these on to the appropriate teams and provide you with contact details should you wish to share them directly.
Our central social media accounts are ran by the communications team, or you can click the link below to see which of our services have their own accounts:
The friends and family test asks service users ‘overall, how was your experience of the service?’
Complete the short questionnaire to give your feedback online.
Visit our friends and family test page to see past feedback or learn more.
Carers or relatives may also raise complaints about how they've been treated by our staff.
Any other person who has been affected by a decision, act or omission made by us may also make a complaint.
You can make a complaint by:
Pennine Care NHS Foundation Trust Headquarters 225 Old Street Ashton-under-Lyne Lancashire OL6 7SR
It's possible to make a complaint outside the above time limit if you had good reasons for not making the complaint within that time limit, and it's still possible to investigate your complaint effectively and fairly.
You may make a complaint prior to, during or after your treatment with us (as long as it is within the above timescale).
A service user's care and treatment will not be adversely affected by access to the NHS complaints procedure and all complaints will be treated with sensitivity and confidentiality.
They will be asked to provide their consent for you to access the NHS complaints procedure on their behalf and for us to share details of their care and treatment with you in order to respond to your complaint.
If you are making a complaint on behalf of a service user who lacks the capacity to make an informed decision regarding information sharing, the following procedure will take place:
This means that it may be possible to provide you with one response letter which addresses your concerns.
You'll be involved in agreeing an action plan to address your complaint; this may involve a telephone call, a meeting, an investigation and written response (or a combination of the above).
A member of staff will review the complexity of your complaint and provide you with a reasonable timescale for response.
We'll also tell you about the free complaints advocacy service available to support you.
We will then consider if there is any further action we can take in order to achieve local resolution for you. This may involve a meeting, further investigation or further written response to your outstanding points.
We will also tell you about your right to approach the Parliamentary and Health Service Ombudsman, who are the next stage of the complaints procedure.
The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP Complaints Helpline Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Website: www.ombudsman.org.uk
These reports provide the number of complaints we receive and what they're about, which highlights themes and trends, and details the action taken in response.
You can find our annual complaints reports in one of the boxes further down this page.
Every year we publish a report of the complaints we've received. Click the links below to view them by (financial) year:
The Care Quality Commission is the independent regulator of health and social care in England. They regulate care provided by the NHS, local authorities, private companies and voluntary organisations. Their aim is to make sure better care is provided for everyone - in hospitals, care homes and people's own homes. They also seek to protect the interests of people whose rights are restricted under the Mental Health Act. Should you have a concern on the carrying on of a regulated activity you can inform the Care Quality Commission.
Further information about the Care Quality Commission is available on their website www.cqc.org.uk.
