Luton Clinical Commissioning Group

NHS Luton Clinical Commissioning Group

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Patient Advice and Liaison Service (PALS)

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, Media Enquiries and Freedom of Information (FOI) requests are now provided by Bedfordshire Clinical Commissioning Group on behalf of Luton Clinical Commissioning Group (CCG).

Contact the PALS Service by:

  • Phoning 01525 864405 (normal hours 9am - 5pm, 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 to:  lccg.feedback@nhs.net
  • Or writing to:  Luton CCG PALS Service, 
    LCCG Feedback Team, Suite 1, Capability House, Silsoe, Bedford, Bedfordshire, MK45 4HR

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 officer 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
LCCG Feedback Team
Suite 1, Capability House, Silsoe, Bedford, Bedfordshire, MK45 4HR

Alternatively you may complain by email to: lccg.feedback@nhs.net or contact our complaints department on 01525 864405 . 
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. 

Primary Care Complaints

If your complaint is about your GP, dentist, optician, pharmacist, health visitor, or a screen service,  you can complain directly to them or you can ask NHS England to investigate your complaint. The contact details for NHS England are:

NHS England, PO Box 16738, Redditch B97 9PT

Telephone 0300 311 22 33 (Monday to Friday 8am to 6pm excluding English Bank Holidays)

Emaill england.contactus@nhs.net

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 at lccg.feedback@nhs.net .

Independent advice & further help in making your complaint

If you need further help or advice in making your complaint, you can contact NHS Complaints Advocacy (provided independently by POhWER) on 0300 456 2370 or click here to visit the website. 


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