Company: St George's University Hospitals
Location: City of Westminster
Posted: May 8th, 2026
The Complaints and PALS department is led and delivered by Group Corporate Nursing which is accountable for the strategic oversight and management of the Complaints and PALs team at both Sites. The role of the Complaints and PALS department is to ensure that complaints and concerns from patients, their families and carers raised at Site level are investigated and that a comprehensive response is provided to the complainant, making clear apologies where appropriate and saying what will be done to prevent a similar situation happening again. The department identifies improvement opportunities arising from complaints and monitors the implementation of actions. The Complaints and PALS department also ensures that complaints and/or concerns are managed according to Group and Trust policy and the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, ensuring that information from complaints and/or concerns is used to improve the Trust services at Site and across the Group. The Complaints and PALS department is also responsible for the Patient Advice and Liaison Service (PALS) which provides a rapid response service for patients, carers and families who have concerns where there is an opportunity to resolve the problem quickly. The PALs service is provided face‑to‑face and by telephone and email.