Complaints and PALS update – possible delays

Our Complaints and PALS service remains open during our normal opening hours Monday to Friday 9am to 5pm but unfortunately it may take longer for us to respond to concerns and queries due to the current impact COVID-19 is having across health services. 

This includes the possibility that we may not be able to respond to formal complaints within our usual timescales.

We are therefore extending our response timeframes to 60 working days.  This is primarily due to clinical staff commitments and the plan to redeploy staff to support frontline services. 

It may also take us longer to respond to calls to the complaints and PALS phone number. We will also be unlikely to send letters through the post, but will be able to communicate by email.

This is understandably frustrating for patients and we would like to thank you for your patience and understanding during this difficult period.