Luton Clinical Commissioning Group

NHS Luton Clinical Commissioning Group

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Patient Advice and Liaison Service

Patients, relatives or carers occasionally need to turn to someone for on-the-spot advice and support and the Patient Advice and Liaison Service (PALS) is here to help. It aims to resolve concerns quickly and efficiently, provide information on NHS services and enable patients and the public to get involved in shaping local NHS services.

Please note that PALS, Complaints and Freedom of Information (FOI) requests are now provided by Luton Borough Council on behalf of Luton CCG.

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We are here to:

  • Offer confidential advice and support to patients, their families and carers
  • Listen to your concerns, suggestions or queries
  • Help sort out problems quickly on your behalf
  • Provide information on NHS services

PALS acts confidentially when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations to provide prompt solutions. It can also give you information about local and national support agencies and explain how the formal complaints system works.

Contact the PALS Service by:

  • Phoning 01582 510373 (normal hours 9am - 5.00pm, Monday to Friday).
    A voicemail system operates at busy times and out of hours and we will endeavour to return your call by the next working day.
  • Emailing pals.lutonccg@nhs.net
  • Or writing to: Luton CCG PALS Service, Care of Customer Services, Luton Borough Council, Town Hall, George Street, Luton, Bedfordshire, LU1 2BQ.

Comments, suggestions and compliments

We welcome feedback on any aspect of our health services to enable us to develop and improve our services. Please contact the PALS Service with any suggestions, comments and compliments.

Complaints

You can make a complaint about any healthcare provided, or funded, by Luton Clinical Commissioning Group in writing or by email, telephone or by requesting a face to face discussion. Your complaint will be acknowledged within three working days and we will suggest an action plan and a timescale for its resolution. If you are unhappy with our suggestion you will be invited to discuss your preference. After that, we will investigate the issues that you have raised and then the chief executive will write, within the agreed timescale, to let you know the outcome and what action, if any, the trust intends to take as a result.

You may address your complaint to:
Luton CCG Complaints Service
Care of Customer Services
Luton Borough Council, Town Hall, George Street, Luton, Bedfordshire, LU1 2BQ

Alternatively you may complain by email to: complaints.lutonccg@nhs.net or contact our complaints department on 01582 547700. If you need advice or information on how to make a formal complaint, or if you wish to discuss your concerns please contact our PALS team. 


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