The Patient Experience Team

PALS Service
The Patient Experience Team (incorporating Complaints and the Patient Advice and Liaison Service) is the central point of contact for people to provide feedback and raise concerns about the services provided by Nottinghamshire Healthcare. 

The team provides a confidential advice and information service. We are dedicated to listening to those that use our services, their carers and relatives. Your views are important to us and will enable the Trust to improve its services.

The Patient Experience Team can help:

  • you to make a complaint, pass on a compliment or resolve issues you may be concerned about
  • to answer any queries you have about the services you, a friend or family member are receiving from Nottinghamshire Healthcare
  • by liaising with services on your behalf with the aim of resolving your enquiry quickly
  • signpost to other services both within and outside of the Trust

All Nottinghamshire Healthcare staff are experienced in helping to resolve concerns. The first step is to talk to the staff involved. If this does not resolve the matter you can ask to speak to the manager of the service.

If you are unable to do the above or the matter is not resolved, the Patient Experience Team is here to help you.

We will:

  • listen to you
  • ensure that you are informed of all options available to you
  • work with you to decide the best action to resolve the issue
  • work with you to resolve your concerns as quickly as possible
  • signpost you to other services who can help if we are unable to resolve your concern

If your issues remain unresolved, or you would like to make a formal complaint, we can advise you on the complaints process and provide information on how to seek independent advice.

Our aim is to provide a swift response to concerns or queries raised and to ensure a thorough investigation takes place when required with complainants receiving comprehensive written responses including any actions taken. Learning from the feedback we receive is essential and this is shared with Trust staff.  

Read our leaflet to find out more: Complaints, Comments and Enquiries [pdf] 2MB

Contact the Patient Experience Team

The office is open Monday to Friday 8.30am - 4.30pm excluding bank holidays.

Given the busy nature of our service, unfortunately there will be times when there is no-one available to take your call; however there is an answering machine service 24 hours a day. We recognise that it is not always easy to talk to an answer machine, however please do leave a message and we will get back to you as soon as we can. 

The Patient Experience Team can help with queries to do with all of our services except for our secure mental health services (known as Forensic Services). Please use the contact details further down the page for help with those services.

Tel: 0115 993 4542


Write to:

Patient Experience Team, Moorgreen House, Highbury Hospital, Highbury Vale, Bulwell, Nottingham NG6 9DR


The service is confidential. We can only share your information if we think you or someone else is at risk.

Patient Advice and Liaison Service for Forensic Services

For advice or comments about Rampton Hospital, Arnold Lodge, Wathwood Hospital, The Wells Road Centre and Offender Health, please use the contact details below.

Read our leaflet to find out more:  Compliments Comments Concerns and Complaints [pdf] 271KB

You can find out more about making comments or complaints about healthcare in prison on our Prison Healthcare page.

Phone: 01777 247396


Write to:

Patient Advice and Liaison Service
Rampton Hospital
DN22 0PD

NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.

Visit POhWER's website for more information. Here you will find self help tools and leaflets in alternative languages.

POhWER leaflet 2016.pdf [pdf] 955KB

You can telephone POhWER at the local rate for Nottinghamshire on 0300 020 0093.

BSL information - making a complaint