Patient Advice Liaison Service (PALS) and Complaints Handling Policy

Ref/ID: NCAG043 V1.2

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This policy sets out how we handle concerns and complaints and the standards we will follow. This policy follows the relevant requirements in the Local Authority, Social Services and National Health Service Complaint Regulations 2009, the NHS Complaints Standards December 2022 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (the 2009 and 2014 Regulations).

Categories:

  • Corporate Governance: NCA corporate,Corporate executive, Risk, Legal, Complaints

Published: 18/09/2024

Status: Up to date - due for review on 31/03/2028

Author: mandy.barnes@nca.nhs.uk

Owners:

  • Corporate: Northern Care Alliance
  • Corporate: Complaints

Applicable to:

  • Bury Care Organisation
  • Oldham Care Organisation
  • Rochdale Care Organisation
  • Salford Care Organisation
  • Diagnostics & pharmacy
  • Northern Care Alliance (all)