Patient Advice and Liaison Service (PALS)

The care you receive will not be affected by speaking to PALS or raising a complaint.   

What to do first 

If you have a current problem or issue relating to your clinical care and treatment, you should always talk to your consultant, nurse or other staff in the ward/department/clinic. They’re the best people to help in the first instance. 

If they can’t resolve the problem for you, you’re welcome to contact PALS. 

PALS services include: 

• providing you with information and confidential advice about the Trust, helping with any other health-related enquiry and offering the opportunity to ask any questions; 

• helping you to clarify your problems and look at the options available to resolve them;

• giving you details of places where further health information can be obtained;

• providing information about the NHS complaints procedure and advice about making a formal complaint if this is necessary;

• advising you about the role of independent advocacy services and how to contact them;

• helping the Trust to improve services by listening to what matters to patients, their relatives and carers, and making changes when appropriate. 

PALS cannot provide advocacy, counselling, diagnosis or medical advice. 

However, they can speak on your behalf to the people that provide these services. PALS can contact clinical staff and departments to obtain information or investigate your concerns. The information or outcome will be relayed verbally by either the service teams or PALS.  

PALS do not provide detailed written responses to concerns or complaints. If you wish to receive a written response, we will deal with this via our complaints procedure. Please see the complaints section below for more information.  

Dealing with Complaints 

The Northern Care Alliance is committed to providing a service which is patient centred and delivers excellent care. Unfortunately, sometimes things can go wrong with your care, and on these occasions, we welcome your suggestions on how we can improve services and provide care which better reflects your needs. The NCA will not discriminate against any individual as a result of making a complaint. 

Who can complain? 

A complainant can be a person affected or likely to be affected by the actions or decisions of an NHS organisation, providing NHS services or treatments.  A complaint can also be made on behalf of a patient once their written consent has been obtained. 

As many problems can be resolved by talking things over, we would suggest that in the first instance you tell the person in charge of the ward or department or the Consultant responsible for your care of your worry or problem. If they can help, they will be happy to do so. 

Anyone can make a complaint about the NHS services or treatment they have received. If you are making a complaint on the behalf of someone else, written consent may be needed. 

How to contact the Complaints Team

 

Telephone:  0161 656 1141 

Text reply: 07812775905 

Email: office.complaints@nca.nhs.uk 

In writing:  

PALS & Complaints Department
Northern Care Alliance NHS Foundation Trust
2^nd Floor Horton House
Hamilton Street
Oldham
OL4 1DE

 

We would like to take this opportunity to thank you for your patience as you await your procedure. We recognise that some patients are waiting longer for their treatment than we would like, and we understand how difficult and upsetting it can be to wait for care that is important to your health and well-being.

 

We truly appreciate the trust you have placed in us, and we remain committed to providing you with the best care possible. To help address any questions or concerns you may have, we have compiled a list of frequently asked questions (FAQs) below. We hope this provides you with the information you need.

 

• How long will I have to wait for my surgery?

Waiting times vary depending on the type of procedure and the level of specialist input required. Patients who need more complex treatment, or who require involvement from multiple clinical teams, may experience longer waits.

We would like to reassure you that where cancer is suspected or diagnosed, treatment is always prioritised.

 

• If I submit a PALS enquiry or formal complaint, will this reduce my waiting time?

Submitting a PALS enquiry or formal complaint will not change the scheduling of your procedure.

All patients are scheduled based on clinical urgency, followed by the date they were added to the waiting list. This ensures fairness and consistency for everyone.

 

• Can I find out my exact position on the waiting list?

We are unable to provide exact positions on the waiting list due to the dynamic nature of referrals.

New patients are added daily, and clinical priorities can change, which may affect the order in which procedures are scheduled.

If you are on our waiting list, our team will contact you directly when your procedure is due to take place. We appreciate your patience as we manage these priorities.

 

• Why are waiting lists so long?

Waiting lists across the NHS have increased significantly in recent years. During the COVID‑19 pandemic, many planned procedures were postponed so staff could focus on urgent and emergency care. This created a backlog that continues to affect waiting times today.

 

We understand how frustrating this can be and want to assure you that we are working hard to reduce waiting times and increase capacity wherever possible.

 

• The waiting times on the My Planned Care website seem shorter — why is that?

‘My Planned Care’ provides general information about waiting times for outpatient appointments and treatments across hospital specialties.

The figures shown are average waiting times, meaning some patients will wait less and others will wait longer depending on their clinical needs and the type of treatment required.

Patients awaiting specialist or complex procedures may experience longer waits than those receiving more routine care.

 

• How are patients prioritised?

Patients are prioritised based on:

• clinical urgency, and
• the date they were added to the waiting list

This ensures that those with the most urgent needs are treated first, while maintaining fairness for all patients.

We normally book procedures at least three weeks in advance. Our Booking and Scheduling Team will contact you by telephone where possible, or by letter, SMS, email, or post if we are unable to reach you.

 

• Will I continue to see my named consultant while I wait?

Routine follow‑up appointments are not usually offered once you have been added to the waiting list for a procedure.

 

• My symptoms have changed or worsened — who can reassess me?

If your symptoms change or worsen, please contact your GP. They can assess your condition, arrange further tests, or seek advice from a specialist if needed.

Our consultants regularly review waiting lists to ensure patients with the greatest clinical need are prioritised.

A procedure is only brought forward if there is a significant change in clinical condition, not based on waiting time alone.

You can also visit www.myplannedcare.nhs.uk (myplannedcare.nhs.uk in Bing) for advice and support while you wait.

If you have an urgent medical problem, contact NHS 111. In an emergency, dial 999 or go to your nearest emergency department.

 

• How can I contact my consultant?

Your consultant’s contact details will be included in your most recent appointment letter.

You can also access your hospital documents via the NHS App, including:

• appointment letters
• outcome letters
• discharge summaries

The NHS App also allows you to:

• order repeat prescriptions
• book and manage appointments
• view your GP health record
• manage COVID‑19 vaccinations
• register your organ donation decision
• choose how the NHS uses your data
• view your NHS number
• use NHS 111 online services

More information is available at: https://www.nhs.uk/nhs-app/about-the-nhs-app

 

• I have travel plans — will I be removed from the waiting list?

Please inform your consultant’s secretary if you plan to travel or will be unavailable for a period of time.

Your case will be reviewed, and you will receive a letter explaining the next steps. If we do not hear from you within six months of this letter, we will assume you no longer wish to proceed and you may be discharged back to your GP.

 

• I no longer need treatment — what should I do?

If you no longer require your procedure, please let us know.

Updating our waiting lists helps ensure that patients who still need treatment can be seen more quickly.

Please contact us on 0161 206 5190 if you no longer need your procedure.

 

• Keeping well while you wait

There are steps you can take to support your physical and mental health while waiting for treatment. These include:

• stopping smoking
• exercising regularly
• reducing alcohol intake
• eating a healthy diet

 

These changes can help your body prepare for treatment and support recovery.

It is normal to feel worried or anxious while waiting. If you need support with your mental health, including practical advice and expert guidance, please visit Every Mind Matters at: www.nhs.uk/every-mind-matters