Compliments and Complaints

The Patient Advice and Liaison Service (PALS) welcome and value all compliments, suggestions, concerns and complaints from all patients, their relatives or carers.

The confidential service will answer queries and give ‘on-the-spot’ help and advice relating to health services within the NHS Aylesbury Vale Clinical Commissioning Group area.

The service aims to help resolve any concerns you may have:

  • Listen to your concerns and comments
  • Give confidential advice and support
  • Ensure that your feedback is used to improve services
  • Advise and support quickly and effectively
  • Provide information on local health services

How to make a complaint

You can make a complaint in writing, by email, over the telephone or in person. Your complaint should be made as soon as possible. This should be within a year of the event.

You can make a complaint on your own or on behalf of someone else if you have their permission.

Who should I contact with my complaint?

Doctor (GP), dentist, pharmacist or optometrist

If you have a complaint or compliment about a primary care service such as a GP, dentist, pharmacist or optometrist, then in the first instance you should contact them directly.

If your comment or complaint cannot be resolved locally then you can escalate it with NHS England:

Email: england.contactus@nhs.net
Telephone: 0300 311 22 33 (this is charged as a local rate call)
Website: www.england.nhs.uk

NHS England
PO Box 16738
Redditch
B97 9PT

Hospitals, mental health, community and other commissioned services

If you would like us to know about a complaint you have with one of the providers we commission services from please send it to us marked ‘confidential’ to the address below:

Patient Advice and Liaison Service (PALS) or the Complaints Service,

NHS South, Central and West Commissioning Support Unit,

2nd Floor, Albert House,

Queen Victoria Road,

High Wycombe,

Bucks  HP11 1AG

Alternatively you can contact PALS and Complaints by:

Email: feedback.aylesburyvaleccg@nhs.net

Or call:  0800 328 5640 (24hr message facility) 

Opening hours:
Monday to Friday,  9.00am – 5.00pm (excluding Bank Holidays)

For further information please download the PALS and Complaints leaflet.