PALS and Complaints Information

How to Contact Patient Advice and Liaison Service (PALS) and Complaints Service

Write to:

Patient Advice and Liaison Service (PALS) or The Complaints Service
NHS Buckinghamshire Clinical Commissioning Group
Executive Offices
Amersham Hospital
Whielden Street
Amersham Bucks
HP7 0JD

Tel: 0800 328 5640
Email: Bucksccg.palscomplaints@nhs.net

  • Opening hours (excluding public holidays: Monday – Friday 8:30am – 4:30pm
  • 24 hour message facility available
  • Language interpreting available on request

To give a compliment or make a comment

If you are pleased with the service you have received, or would like to give us some feedback on your experience, please contact us:

Patient Advice and Liaison Service (PALS)
NHS Buckinghamshire Clinical Commissioning Group
Executive Offices
Amersham Hospital
Whielden Street
Amersham Bucks
HP7 0JD

Tel: 0800 328 5640
Email: bucksccgs@nhs.net

Raising a Concern

As a patient, relative or carer, sometimes you may need to turn to someone for help. The PALS provides confidential advice and support to help you to resolve any concerns you may have.

The service aims to:

  • Listen to your concerns and feedback
  • Ensure that your feedback is used to improve the service you receive
  • Advise and support service users quickly and effectively
  • Provide information about local health services

Making a Formal Complaint

It is the policy of Buckinghamshire Clinical Commissioning Group (CCG) to  investigate all complaints about the CCG thoroughly and within an agreed local resolution process as follows:

Complaints should be made within 12 months from the date of the incident or from when the incident came to your notice.

We aim to:

  • Acknowledge your complaint within three working days
  • Agree an action plan with you
  • Send a full response within 25 working days
  • Keep you fully informed of our investigation if our response is delayed

We hope our response addresses your issues but if you are not satisfied we will offer a review of your case or a meeting to resolve any outstanding issues.

All complaints should be made in writing to:

The Complaints Manager
NHS Buckinghamshire Clinical Commissioning Group
Executive Offices
Amersham Hospital
Whielden Street
Amersham Bucks
HP7 0JD

If you would like help in making a complaint please contact us or The Advocacy People for advice.

The CCG’s complaints, compliments and concerns Policy provides details on how we will deal with complaints and concerns raised by members of the public and patients in usual circumstances. For those individuals who already have an open complaint with the CCG, we will endeavour to complete the investigation as soon as possible, but if it requires any clinical investigation or information from third party NHS organisations then this will also be paused until further notice.

The Advocacy People

The Advocacy People provides free, confidential independent advice.
Tel: 0330 440 9000
Email: info@theadvocacypeople.org.uk

Box 375
Hastings
East Sussex
TN34 9HU

Parliamentary and Health Service Ombudsman

Write to:
Parliamentary and Health Service Ombudsman
13th Floor, Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk

Complaints About Your Doctor (GP), Dentist, Pharmacist or Optician

You should contact the practice in the first instance as they will have their own complaints procedure and will aim to respond to your complaint within an agreed period.

Or you can contact:

NHS England
Tel: 0300 311 2233
Email: england.contactus@nhs.net

Complaints About Providers commissioned by the CCG

In the first instance, please contact the provider directly as they will have their own complaints procedure and will aim to respond to your complaint within an agreed period. Alternatively you can contact our PALS and they will be able to assist you.

Services providers listed below:

Buckinghamshire Healthcare NHS Trust

Tel: 01296 831120
Email: bht.pals@nhs.net

South Central Ambulance Service

Tel: 0300 123 9280
Email: patientexperience@scas.nhs.uk

Oxford Health NHS Foundation Trust

Tel: 0800 328 7971
Email: pals@oxfordhealth.nhs.uk

Frimley Health NHS Foundation Trust (Wexham Park Hospital only)

Tel: 0300 615 3365
Email: fhft.palswexhampark@nhs.net

Complaints that cannot be dealt with

Please note that the NHS complaints procedure cannot be used to deal with complaints about private medical treatment that you have paid for or events for which you are already taking legal action.

Patient Advice and Liaison Service and Complaints

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