Patient Advice and Liaison Service (PALS)

Concerned but don’t want to complain? Have a problem, but don’t know who to talk to? Worried but not sure what to do? Need information, but don’t know who to ask?

The NHS Gloucestershire Clinical Commissioning Group Patient Advice and Liaison Service (PALS) can help. Whether you are a patient or a carer let us help to make it easier.

PALS is a confidential service that provides information advice and support for patients, families and carers. PALS seek to promote the importance of listening to patient enquiries and concerns. To support this, the PALS team work closely with staff who have direct contact with patients, their families and carers, providing help and information regarding enquiries or concerns raised by those receiving care or treatment.

For further enquiries call PALS on Freephone 0800 0151 548 or land-line 01452 566698. The phone lines have an answering service so messages can be left at any time and we will endeavour to respond to your query within five working days, or you can email: 

Our PALS leaflet can be found here.

To read this information in another format please click here

PALS on tour

Our PALS team along with our colleagues from local NHS provider organisations are taking the PALS service on tour. To find out when the PALS team are coming to a location near you please visit our Information Bus page

We spent the day in Gloucester City Centre on Thursday 6th February asking people ‘what matters to you?’ NHS Gloucestershire CCG were joined by colleagues from Gloucestershire Hospitals NHS Foundation Trust and Gloucestershire Health and Care NHS Foundation Trust.

What matters to you in February 2020

“PALS was more than helpful when I had a ‘dispute’ with the pharmacist at my doctors … Outcome – a win for me. Many Thanks.”

“I had very positive encounters with my GP, Glos NHS Trust …2 hip replacements, excellent and not that long a wait, 1 hysterectomy – excellent. Throughout the whole experience has been good. More nurses, doctors, assistants… are a definite must.”

Making a Complaint to NHS Gloucestershire Clinical Commissioning Group

If you wish to make a complaint to the CCG please either contact the Patient Advice and Liaison Service (PALS) details above or write to:

Mary Hutton, Accountable Officer,
NHS Gloucestershire Clinical Commissioning Group
Sanger House, 5220 Valiant Court, Gloucester Business Park, Brockworth, GL3 4FE

We aim to acknowledge complaints in writing (email or letter) within three working days of receipt and to resolve any concern efficiently and effectively within a timescale agreed with you. It is very helpful if you can provide us with a telephone number when you contact us so that we can talk to you about your feedback and agree the best way forward.

Our complaints policy can be found here.

Independent Health Complaints Advocacy (IHCAS)

Independent Health Complaints Advocacy is provided in Gloucestershire by POhWER Advocacy. This service supports people who wish to make a complaint about the service they have received from NHS providers.

Parliamentary and Health Service Ombudsman (PHSO)

The Ombudsman makes final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other public organisations. They do this fairly and without taking sides. Their service is free. Further details can be found on the PHSO website.

Contacting local NHS services about your experience

You can contact NHS services, such as local hospitals, to discuss your experience, contact details can be found here.