{"id":394,"date":"2018-02-06T13:30:12","date_gmt":"2018-02-06T13:30:12","guid":{"rendered":"https:\/\/mft.nhs.uk\/royal-eye\/?page_id=394"},"modified":"2026-09-29T08:59:36","modified_gmt":"2026-09-29T08:59:36","slug":"pals","status":"publish","type":"page","link":"https:\/\/mft.nhs.uk\/royal-eye\/patients-visitors\/i-need-support\/pals\/","title":{"rendered":"Patient Advice and Liaison Service (PALS)"},"content":{"rendered":"

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Page Contents<\/h2>\n
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  1. \n\n Compliments<\/a>\n\n <\/li>
  2. \n\n Raising your concerns<\/a>\n\n <\/li>
  3. \n\n What do PALS do?<\/a>\n\n <\/li>
  4. \n\n PALS Contact Details<\/a>\n\n <\/li>
  5. \n\n If we have been unable to resolve your concerns through PALS<\/a>\n\n <\/li>
  6. \n\n If you need independent support to raise concerns<\/a>\n\n <\/li>
  7. \n\n Contacting PALS in other languages or BSL<\/a>\n\n <\/li>\n <\/ol>\n <\/div>\n\n <\/section>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

    Your experience is important to us<\/h2>\n

    We would like you tell us what you think of our services, whether it is positive or negative.<\/p>\n

    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.<\/p>\n

    Raising a concern with PALS, or making a complaint, will not negatively affect your care and will not be recorded in your medical records.<\/p>\n

    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.[\/vc_column_text][vc_single_image image=”4321″ img_size=”large” css=””]

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    Using Artificial Intelligence (AI) to help raise a complaint<\/h3>\n <\/a>\n\n
    \n We know that raising a complaint can be difficult and that many people are using AI tools (such as ChatGPT, Copilot, Claude, etc.) to help write their complaint.<\/p>\n

    Although AI tools can help organise your thoughts, AI-generated complaints can often be complex, lengthy, and may include inaccurate medical terms or legal jargon. Overly complex complaints can sometimes lose sight of what is important to you and cause delays.<\/p>\n

    We would like to reassure you that we take all complaints seriously, and you do not need to use legal language, technical terms, or provide long documents for us to investigate your concerns.<\/p>\n

    We would like to hear about your experience in your own words. Simple, clear language that explains what happened to you will always be more helpful than complicated, formal writing. This will help ensure that we investigate the key issues and that our response is patient-centred and our resolution is personal to your experience.<\/p>\n

    If you are having difficulty raising your complaint, a member of the Complaints Team can arrange a telephone call or a face-to-face meeting to discuss your experience and summarise the issues. We can be contacted either by telephone on 0161 276 4509 or by email at complaints@mft.nhs.uk<\/a>.<\/p>\n

    You can also seek support from the local health advocacy service, VoiceAbility. VoiceAbility can be contacted either by telephone on 0330 303 1660 or email helpline@voiceability.org<\/a>.<\/p>\n

    If you do use AI, it is helpful to:<\/p>\n