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 South Central & West Commissioning Support Unit
Albert House
Queen Victoria Road
High Wycombe
HP11 1AG

Tel: 0800 328 5640
Email: scwcsu.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 of 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 South Central & West Commissioning Support Unit
Albert House
Queen Victoria Road
High Wycombe
HP11 1AG

Tel: 0800 328 5640
Email: feedback.chilternccg@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 Chiltern 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 South Central & West Commissioning Support Unit
Albert House
Queen Victoria Road
High Wycombe
HP11 1AG

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

SEAP (Support Empower Advocate Promote)

SEAP provides free, confidential independent advice.
Tel: 0330 440 9000
Email: hastings.office@seap.org.uk

SEAP Hastings
7th Floor Cavendish House,
Breeds Place,
Hastings,
East Sussex
TN34 3AA

Finally, you can ask the Parliamentary and Health Service Ombudsman to review your case.

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 Provider Services

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 Hospitals or Community Health Services

Wycombe and Amersham Hospitals
Tel: 01494 425 882

Stoke Mandeville Hospital
Tel: 01296 316 042
Email: pals@buckshealthcare.nhs.uk

Buckinghamshire Urgent Care or Harmoni

Tel: 020 3402 1026
Email: harmoni.patientservices@nhs.net

South Central Ambulance Service

Tel: 01962 898 052
Email: pals@scas.nhs.uk

NHS 111

Tel: 0345 602 9882
Email: buckingamshire111.feedback@nhs.net

Oxford Health NHS Foundation Trust

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

Frimley Health NHS Foundation Trust

Tel: 01753 633 365
Email: patient_feedback@fhft.nhs.uk

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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