Any information you provide will be treated in strict confidence. We may need to collect personal information from you so that we can provide the best possible service. Please be assured that your personal details will not be shared with anyone else without your consent. We appreciate this is not always possible and where this period has passed, we would still like you to speak with us. In special circumstances, complaints can still be accepted after this period of time has passed. Please speak to us if you are considering raising a complaint that is more than 12 months old. We will also provide a timescale by which you should receive your response. Once the investigation has been completed you will receive a full written response from our Chief Executive Officer. If your complaint involves more than one organisation you should only need to make one complaint. You will be asked to provide consent to share your concerns with all organisations involved and will usually receive a single, coordinated response. If you have not received a good service, we need to know about it. If you are unhappy with your NHS care or treatment, or how you were dealt with, you have the right to make a complaint.

If you, or someone on your behalf, has questions or is unhappy with the care you receive, we ask that in the first instance, you talk directly to the staff involved in your treatment and care. Often problems can be resolved straight away. Any information will be treated in confidence. We may need to collect personal information from you to help provide the best possible service, but we will not share your details with anyone without your consent. Complaints The Patient Advice and Liaison Service (or PALS) is a free, informal, confidential help and advice service for patients, carers and their families. It is there to help when you need advice or have concerns about health-related matters, or simply don’t know where to turn. PALS can be used by patients, relatives, carers and visitors. Patients can ask a friend or relative to speak on their behalf, but we must have permission of the patient before we can discuss any personal circumstances with anyone else. How do wework?PALS can help with questions about the ICB itself or about any of the health services commissioned in local hospitals or your community. We aim to resolve concerns within ten working days, but some things may take longer for us to deal with.Should we encounter a delay we will keep you informed of the progress. Please note: You can ask the Parliamentary and Health Service Ombudsman to consider your complaint further. The role of the Parliamentary and Health Service Ombudsman is to make final decisions on complaints that have not been resolved by the NHS, operating fairly and without taking sides. This service is free. We are committed to ensuring that we deliver high quality, safe, effective, patient-focused care through the services we provide. We want to hear about your experience of using local health services. We understand that some people worry that their treatment might be adversely affected because they have raised a complaint. Please do not worry about this. We also appreciate that those using our services have different needs and we want to make sure you do not face any barriers when raising a complaint. Staff will be happy to discuss this with you to ensure you are not disadvantaged in any way.

They are free and independent of the NHS. They can help you put your complaint in writing and attend meetings with you, but they do not investigate complaints. You should raise your complaint as soon as possible, but in any case, within 12 months of you becoming aware that a problem has occurred.From 1 July 2023, complaints for primary care services (GP) should be shared with the Staffordshire and Stoke-on-Trent ICB Complaints team, using the details provided in the next section: How do I make a complaint? PALS is a free and confidential service for patients, their relatives, carers, and friends. We are committed to providing the best quality care in a friendly, pleasant and professional environment. Sometimes, however, things go wrong, and should that happen, PALS aim to help with any concerns you may have. There are local advocacy providers who can guide and support you through the NHS complaints process. Established in 1981, Aurora World is a global leader in plush toys and high-quality gift products, and a respected leader in the character and content industry. Aurora World offers an extensive range of branded and licensed products for children and adults.

The NHS complaints procedure gives people a choice of whether to complain to the provider of the services, or the commissioner of the service. If you complain to us about a service that we have commissioned, we will manage the complaint but will need to ask the provider to investigate. If you are unhappy with NHS services or treatment that you have received, or if you have been affected by the actions or decisions of an NHS organisation then you can raise a complaint. If you are unable to complain yourself, someone can act on your behalf, with your written consent.