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We see around 250,000 patients a year at our hospitals. 75,000 come through A&E and around 63,000 are admitted for treatment.

Patient Services & Advice

At Mid Staffordshire NHS Foundation Trust we aim to respond quickly and thoroughly to any problems you may have. We welcome suggestions and comments on the quality of service we provide and use these as a valuable aid to develop and improve the delivery of our services.

Patient Services and Advice Centre
Making a Formal Complaint

Patient Services and Advice Centre

As a patient, relative or carer you may need to turn to someone for on-the-spot help, advice and support. This is where the Patient Services and Advice Centre comes in. Our staff provide confidential, on-the-spot advice and support, helping you to sort out concerns you may have about the care we provide. They can also guide you through the different services available from the NHS and arrange interpreters for patients whose first language is not English or if they are deaf or blind.

The centre aims to:

  •   Advise and support patients, their families and carers
  •   Provide information on NHS services
  •   Listen to your concerns
  •   Help sort out problems quickly on your behalf

Please be assured that we treat every comment and concern seriously and in complete confidence, so that we make sure your concern does not affect your current care and future treatment. If we have not got it right then it is important that you tell us so that we can improve our services.

If there is something that you are not happy with during your admission then please ask to speak to a senior member of staff on the ward. They can help you resolve your concerns and address any problems immediately. If you need advice and assistance then please contact our Patient Services and Advice Centre staff who will be happy to help you.

Patient Services and Advice Centre (PALS)
Main Reception
Stafford Hospital
Weston Road
ST16 3SA

Freephone: 08000 40 70 60
Direct line: 01785 230811 (24 hour voicemail)
Email: advice.centre@midstaffs.nhs.uk

Making a Formal Complaint

If you have a formal complaint you can write to the Chief Executive or our Complaints Department at:

Mid Staffordshire NHS Foundation Trust
Stafford Hospital
Weston Road
ST16 3SA

Your complaint will be acknowledged within three working days and our Chief Executive will make sure your complaint is fully addressed and actions put in place to improve any failings that have occurred. This will usually be done in writing but we are more than happy to meet with you personally if you prefer. We are committed to ensuring that we listen to your experiences and make changes when we don’t get things right.

A copy of the Trust’s Complaints Procedure can also be accessed by clicking on the link below:

Complaints Policy
Patient information leaflet Your-Experience-Matters-(1).pdf 

Members' Complaints Focus Group Meetings

Notes from Wednesday, 21st November 2012

Notes from Thursday, 17th January 2013
Notes from Thursday, 18th April 2013
Notes from Thursday, 16th May 2013
Notes from Thursday, 20th June 2013
Notes from Thursday, 18th July 2013

Patient Carer Council Meetings

Notes from Tuesday, 2nd July 2013
Notes from Tuesday, 3rd September 2013

Independent Complaints Advocacy Service (ICAS)

ICAS provides advocacy support to people who wish to make a complaint about the service they have received from the NHS.

Everyone has a right to complain if they feel something has gone wrong, and for this reason the NHS has a Complaints Procedure which can help you to get the answers and explanations you may have been seeking. All services provided by the NHS are covered, including GPs, hospitals, pharmacies, opticians and dentists.ICAS advocates will support you through the NHS complaints process. They will explain the options available and support you to pursue your chosen course of action. We will only do what you ask us to and will not try to tell you what to do. They do not investigate or encourage complaints, nor do we offer legal or medical advice.

The ICAS service is free, independent and confidential. Click here for more information.

  Pohwer- the advocacy agency 
  AvMA (Action against Medical Accidents) 


We would also welcome your comments when you would like to tell us about a good experience or a member of staff who supported you particularly well throughout your care.
There are a number of ways you can give us a compliment: pop into the advice centre, use the bubble boards in the hospital, email us using the ‘contact us’ page or write to the Chief Executive or staff/department directly. You can also use NHS Choices and Patient Opinion websites.

Stafford Hospital positive stories (1)
Stafford Hospital psoitive stories (2)
We always feed back any compliments to the staff or department named.
© Mid Staffordshire NHS Foundation Trust, 2011