There may be times when you have concerns, you need advice or you want to tell us what you think about our services.

Whether you have a small problem or you want to make a formal complaint, say thank you for a job well done or you have an idea for how we can make things better.

This is where our Patient Advice and Liaison Service (PALS) can help you.

PALS is an impartial, confidential NHS service who:

  • Listen to your concerns, suggestions or queries
  • Talk to staff on your behalf to try to quickly resolve any issues
  • Hear about your positive experience and share best practice and compliments with our staff
  • Help answer your questions about NAViGO or your care
  • Advise and support
  • Respond to your concerns and problems
  • Take action to improve services
  • Treat you with dignity and respect.

If you are concerned about yourself or a friend or relative in our care, it’s worth discussing your concerns directly with the people providing that service first.

Most likely, they’ll be able to put things right as quickly as possible. If you’d like PALS to help you do this, they will.

There may be times when you would like to make a formal complaint. That’s your right. Your concern will be treated confidentially and sensitively and your care will not be compromised.

Someone else can make the complaint on your behalf but we will need your permission to look into the complaint and share the response with them.

Once we have received your concern, we will contact you to discuss in more detail and let you know the timeframes for further investigation.


How do I contact PALS?

You can complete the form on this page to get in contact with PALS directly.

You can also find feedback forms in all of our buildings – just ask a member of staff if you can't find one.

If you'd rather speak to us on the phone, you can do.

Call (01472) 583040 to talk to us directly. Our office hours are 9am to 5pm, Monday to Friday, but if nobody is available to take your call, you can leave a voicemail and we will get back to you.

You can send us an email by writing to navigo.pals@nhs.net

We will acknowledge your message within three working days.

Still using the trusty pen and paper? No problem.

You can write to us at:

NAViGO House
3-7 Brighowgate
Grimsby
North East Lincolnshire
DN32 0QE

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