Queries, Compliments and Complaints

pals

The Patient Advice & Liaison Service (PALS) is a service that deals with patients', relatives' or carers’ queries and concerns regarding their health care, and can provide information on NHS services generally.

As a patient, relative, carer or member of staff, you sometimes need to turn to someone for on-the-spot help. PALS can give advice and support where needed regarding your NHS health care. PALS can act on the person’s behalf when handling patient and family concerns, liaising with staff, managers and when appropriate, relevant organisations, to negotiate immediate or prompt solutions to your problems.

If you are a patient, relative, carer or member of staff and you want advice or information about any of our Trust's services, PALS is your first point of contact and will be able to give you names and addresses of other organisations that may be able to help you.            

If you would like to to make a formal complaint or compliment, or talk to someone about your service, the team can also help.
 

PALS Information Leaflet.pdf [pdf] 2MB

Complaints Procedure.pdf[pdf] 449KB

Complaints Procedure Easy Read.pdf[pdf] 759KB

 

Make a Complaint

CONTACT US:

Patient Advice and Liaison Service
Coventry and Warwickshire Partnership NHS Trust 
Wayside House 
Wilsons Lane 
Coventry 
CV6 6NY

Telephone: 
0800 212 445 (Freephone)
024 7653 6804

Email:
PALS.Complaints@covwarkpt.nhs.uk

Healthwatch

Healthwatch is the local champion for health and social care which exists to ensure your voice is heard and that NHS leaders and other decision makers are held to account. They use your feedback to improve care.

They are independent and are not part of NHS or care services and will:

  • Answer your questions about local health and social care services through its information helpline service
  • Listen to what you think about NHS and social care services and tell those who plan and run services your feedback on what works and what should be changed

Healthwatch Coventry

For people living in Coventry contact:

Phone: 0300 012 0315

Contact Healthwatch Coventry

Or visit www.healthwatchcoventry.co.uk

Healthwatch Warwickshire

For people living in Warwickshire contact:

Share your views with Healthwatch Warwickshire

Email: info@healthwatchwarwickshire.co.uk

Or visit: www.healthwatchwarwickshire.co.uk

Phone: 01926 422823

Support with NHS complaints  

Independent Health Complaints Advocacy

The Independent Health Complaints Advocacy provides free, independent advice that helps with making an NHS complaint.

For people who live in Coventry this is provided by Central England Law Centre
Telephone: 07506 690505 Monday to Thursday 
Email: IHCAenquiries@centralenglandlc.org.uk  
Website:  https://www.centralenglandlc.org.uk/independent-complaints-advocacy-service

For people who live in Warwickshire this is provided by VoiceAbility
Phone 0300 303 1660

Text: 0796 002 2939

Fax: 0330 088 3762

Email: nhscomplaints@voiceability.org