Manchester Mental Health and Social Care Trust is committed to
providing the highest standards of care to its service users.
However, there may be times when service users, relatives or carers
need help, advice and support about their care and treatment. If
you have a problem, a concern or need information the Patient
Advice Liaison Service (PALS) can help. PALS will act independently
when handling service user and family concerns liaising with staff,
managers and, where appropriate, contact relevant organisations, to
What does PALS do?
PALS is a confidential information and advice service for
service users, relatives and carers. PALS can:-
- Provide you with information about the Trust and help you with
any other health or social care related enquiry
- Help resolve concerns or problems when you are using Trust
- Provide information about the Trust's complaints procedure and
how to get independent help if you decide you may want to make a
- Provide you with information and help introduce you to agencies
and support groups outside the Trust.
- Inform you about how you can get more involved in your own
healthcare and the NHS locally
- Improve the services in the Trust by listening to your
concerns, suggestions and experiences and ensuring that people who
design and manage services are aware of the issues you raise.
What can PALS do for me?
- Advise and support service users, families and carers by
listening to concerns and suggestions and help sort out problems
quickly on your behalf
- Provide on-the-spot information on local health and social care
- Although we can not give clinical advice we will liaise with
staff, managers, other PALS teams or organisations on your behalf
to resolve your concerns
- Help you to contact independent advice or advocacy
organisations if you want independent assistance with your
- Offer advice on the complaints process and provide information
on who to contact for practical help to make a complaint
- Record any feedback and comments you wish to make to feed this
back into the Trust so that we learn from your experience
- Provide assurance that raising your concerns will not harm or
prejudice the care you or the person you care for is given
Is PALS a confidential service?
We will deal with your enquiry confidentially and will only
share information with your consent, unless there are any concerns
Information relating to your concerns will be held on a database,
which will only be accessed by PALS staff. This information will be
used to monitor the type and number of concerns received by PALS in
order to help improve our services. All information contained
within monitoring reports is anonymous and confidential.
How do you contact PALS?
- By telephone on 0161 882 2084 / 2085 or on the mobile
078152 84660 during normal office hours 9am - 5pm, Monday
to Friday (excluding public bank holidays)
- By writing to the following address:
Patient Advice and Liaison Service
Manchester Mental Health and Social Care Trust
Manchester M9 8GQ
Outside of office hours and during weekends and public holidays
you can leave a message on the PALS confidential answer phone by
ringing either of the telephone numbers. We aim to give an initial
reply to messages left during these times within
three working days. However, if you have an urgent
concern then please speak to a member of staff or senior person in
charge of the ward.
How do I make a complaint?
If you are concerned about any aspect of care, please speak to a
staff member or senior person in charge of the ward or department.
If you feel unable to do this or you are dissatisfied with the
response you have received, please ask to speak to the manager
responsible for the service or contact the PALS office. PALS will
advise you what to do, signpost you to advocacy support, or may
even be able to resolve the issue right away. View more
information about making a complaint.