PALS and Complaints

We understand that raising a concern can be difficult and have therefore listed the following steps to take to make this as easy as possible.

Speak to one of our staff

You can speak confidentially to the person providing you care or ask to speak to the person in charge of the service. Speaking to someone within the service who supports you, or has done so, gives us the opportunity to sort out things more quickly.

Speak to PALS

You can contact the Patient Advice and Liaison Service (PALS) for information and support. PALS is a confidential service that is here to help ensure that you receive the best possible service when you are under our care. PALS is here to help you if you:

  • Don’t know what’s happening?

  • Want information but don’t know where to get it?

  • Want to sort out a situation but don’t want to complain?

  • Want to complain – but are not sure how?

  • Want to speak to someone but not sure who?

PALS can provide telephone advice, and can also arrange to meet you by appointment. PALS will listen to your queries and concerns, and try to get them sorted out as quickly as possible.

You can contact the PALS team using the following methods:

Write to:

Patient Advice and Liaison Service
HPFT Head Office
The Colonnades
Beaconsfield Road
Hatfield
AL10 8YE

Telephone: 01707 253916 (Monday to Friday 9:00am till 3:00pm)
Email: pals.herts@hpft.nhs.uk

Make a complaint

If, after speaking with a member of staff or PALS, you feel that your concern has not been satisfactorily resolved, you can telephone or write to Hertfordshire Partnership University NHS Foundation Trust.

You can make a complaint via the following methods:

Write to:

The Complaints Manager or the Chief Executive
Trust Head Office
Hertfordshire Partnership University NHS Foundation Trust
The Colonnades
Beaconsfield Road
Hatfield
Hertfordshire
AL10 8YE

Telephone: 01707 253916
Email: complaints@hpft.nhs.uk
Website: www.hpft.nhs.uk