Complaints, Patient Advice and Liaison Service (PALS)

PALS is a free, informal, confidential help and advice service for everyone.

It is here to offer guidance and support and may be able to resolve any issues without the need for a formal complaint.

PALS will:

  • Help you get the information you need about the NHS
  • Listen and respond to your concerns, suggestions or queries
  • Sort out problems quickly on your behalf in an informal and friendly manner
  • Use your feedback to help improve the services that we deliver

There are several organisations who provide health and social care within Shropshire, Telford and Wrekin and we encourage you to contact these organisations directly if you need any advice or have any concerns about the service that you have received.

Most organisations have a Patient Advice and Liaison Service (PALS).

You can also seek advice or raise concerns with the organisation who buys local services. This may be NHS Shropshire, Telford and Wrekin, the local authority or NHS England, depending on the service the query relates to.

Complaints

All of our staff work hard to get things right but sometimes things don’t go as well as we would like them to.

Below you can find some brief information about the NHS Shropshire, Telford and Wrekin complaint process. Or alternatively you can download a copy of our Complaints and Compliments Policy and Procedure.

How to make a complaint or raise a PALS enquiry:

You can make your complaint via the following methods:

Telephone: 01952 580407

Emailstw.patientservices@nhs.net

In writing: Patient Services Team, NHS Shropshire, Telford and Wrekin, Wellington Civic Offices, Larkin Way, Tan Bank, Wellington, Telford, TF1 1LX

Compliments

We would also love to hear from you if things went well and if you have any feedback or compliments relating to local NHS services.

You can make your compliment via the following methods:

Telephone: 01952 580407

Emailstw.patientservices@nhs.net

In writing: Patient Services Team, NHS Shropshire, Telford and Wrekin, Wellington Civic Offices, Larkin Way, Tan Bank, Wellington, Telford, TF1 1LX

Confidentiality

Any information you give us, whether this is via a PALS enquiry or via a formal complaint, will be treated as strictly confidential.

We may need to collect personal information from you in order to provide the best possible service. However, we will not give your personal details to anyone without your consent.

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Page last updated 20 March 2024