Your experience is important to us
We would like you tell us what you think of our services, whether it is positive or negative.
We take all feedback seriously and, if we have got something wrong, we want to know so that we can put things right as soon as possible.
Raising a concern with PALS, or making a complaint, will not negatively affect your care and will not be recorded in your medical records.
If you are raising concerns for someone else, we may need to contact them to make sure they agree to you acting on their behalf.
Compliments
We welcome praise and compliments about our staff and services and always ensure they are shared with staff and management. Please send compliments or positive comments by email to: patient.compliments@mft.nhs.uk or by calling or speaking to PALS staff.
Raising your concerns
In the first instance, you may wish to raise your concerns directly with a senior member of staff on the ward or in the department, to get some immediate support.
If you have tried this, and/or would like to speak to someone who is not involved in your care, you can contact PALS.
If your concern is regarding a patient who is currently on one of our wards, we will escalate your concerns to the senior nurse or senior management. We will ask them to speak with you to discuss your concerns and take any action necessary to resolve them.
What do PALS do?
- PALS is a confidential service and will help you get support and advice should you have concerns about your, or a patient’s, care or experience at any of our hospitals or services.
- Listen to your concerns or complaints.
- Liaise with the relevant staff, to try to resolve your concerns as quickly as possible.
- If necessary, advise you on the NHS Complaints Procedure and how to contact the Complaints Team.
Contact Details
In Writing:
PALS & Complaints
Manchester University NHS Foundation Trust,
Cobbett House, Oxford Road,
Manchester, M13 9WL
In Person:
Visit the PALS offices
Monday – Thursday, 9am – 4pm
Friday, 9am – 3pm
MRI, NMGH, TGH, Wythenshawe Hospital
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If we have been unable to resolve your concerns through PALS
If your concern relates to an event which has already happened, and requires an in-depth investigation, you may wish to raise a formal complaint.
In line with NHS Complaint Regulations, you should do this within 12 months of the event which caused you to complain or within 12 months of learning of the problem.
You can submit a formal complaint by email to complaints@mft.nhs.uk or by calling 0161 276 4509 or in writing to:
The Complaints Team,
Manchester University NHS Foundation Trust,
Cobbett House,
Oxford Road,
Manchester,
M13 9WL
The Complaints Team will process your complaint and you will receive a written response, within an agreed timeframe (usually 25-60 working days).
If you need independent support to raise concerns
You can contact your local Independent Complaints Health Advocacy service, which is a free and confidential service. They can help you to make a complaint about NHS services.
VoiceAbility can support you if you live in Manchester, or other areas covered by their service.
You can contact VoiceAbility by email: helpline@voiceability.org or by calling 0300 303 1660.
More information about VoiceAbility, as well as details of how to find your local service, can be found on the VoiceAbility website.
If you are looking for general health advice or information, Healthwatch England can help you. You can find the contact details for your local Healthwatch service on the Healthwatch website.
Contacting PALS in other languages or BSL
Click the links below to access our PALS leaflet in other languages, or ask a member of staff.
Please let a member of staff know if you require an interpreter to contact PALS, or raise a complaint, so this can be arranged.