Sharing your experiences with us
Have Your Say
We recognise that individuals should be at the forefront of their own care services and are committed to actively listening, understanding and responding to any feedback received.
Whether you are happy or unhappy with the service you or your loved one has received, we’d like to know about it so we can identify any areas of improvement. All feedback is seen as an opportunity to review the services we provide and commission to ensure they are fit for purpose and meet the needs of the local population.
There are many ways we would like you to get involved with the CCG and hope that this page provides you with all the information you need to do so. By engaging with us, you are helping us to make better-informed decisions about the health and social care services provided within North East Lincolnshire.
Do you have any compliments, comments, concerns or complaints about your local health or social care services?
Your feedback is important to us to make sure you get the best out of your NHS and social care services.
Patient Advice & Liaison Service (PALS)
As a patient, relative or carer sometimes you may need to turn to someone for advice and support. This is where the Patient Advice and Liaison Service (PALS) can help you.
PALS is a free and confidential service available to anyone who needs help and advice or information on NHS Services in North East Lincolnshire.
It is your opportunity to let us know what it is like to receive NHS or social care services as a patient, relative, friend or carer. It offers you the chance to provide comments, compliments or raise concerns about health and care services you have received and helps the CCG make sure high quality, responsive services are always available to you. PALS is about listening, learning and working with you to improve your health and social care services
Our dedicated PALS team also deal with matters relating to primary care in North East Lincolnshire. These include NHS services from your GP Practice, dental surgery, pharmacist (chemist), optician and any adult social care services.
You may ask a friend or relative to contact PALS on your behalf but we must have permission from you before we can discuss your personal circumstances.
PALS is a confidential service, and can be contacted by:
Telephone: 0300 3000 500
(Calls to this number are charged at local rate from a landline or mobile number)
Email: hnyicb-nel.askus@nhs.net
Writing to: Customer Care Team, North East Lincolnshire CCG, Municipal Offices, Town Hall, Grimsby, DN31 1HU
CCG Complaints Service
North East Lincolnshire CCG is committed to listening, responding and improving. Our health and social care staff work very hard to get the job right first time but, with busy services, mistakes can sometimes happen.
If you are unhappy with the treatment or service you have received from services provided or commissioned by the CCG, you are entitled to make a complaint, knowing you will be treated confidentially and sensitively and will receive a response from us. Your feedback is welcomed and used to help us improve our services.
To make a complaint about a NHS service or care you have received then please contact the CCG Complaints Service.
- Making a complaint will not affect your current or future care
- It will be treated confidentially and sensitively
- The Complaints Team can advise you how to make a complaint and what support is available to help you through the process.
- 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.
The Complaints Team can be contacted as follows:
Telephone: 0300 3000 550
(Calls to this number are charged at local rate from a landline or mobile number)
Email: hnyicb-nel.askus@nhs.net
Writing to: Customer Care Team, North East Lincolnshire CCG, Municipal Offices, Town Hall, Grimsby, DN31 1HU
For further information about the work of the Customer Care Team, read our Adult Social Care Services and Health Services Statutory Complaints Annual Report 2020/2021
You said, We did!
Story 1
A lady contacted PALS because her partner’s GP prescribed him Carbimazole (5mg).
The Pharmacy attached to the GP practice, where the gentleman is registered, dispensed 20mg in error.
The PALS team contacted the Pharmacy and the Pharmacist confirmed that an error was made.
As a result of the PALS enquiry the Pharmacist introduced a physical barrier on the shelving to separate dosages and prevent this occurring again.
The PALS team also liaised with the Practice Manager at the GP surgery. The Practice Manager informed PALS that she assisted the Doctor to raise a Serious Incident, because the gentleman needed medical assistance due to taking the wrong medication. This was escalated through the CCG’s incident procedure.
Story 2
A gentleman contacted PALS as he had his driving licence revoked, following the completion of a Diabetes Medical Form by his GP.
The enquirer believed he was able to drive and that the GP had incorrectly completed the form and wanted some help and advice from PALS.
PALS made enquiries with the GP Practice and it was confirmed that the GP had completed the form incorrectly, due to a misunderstanding of the question asked on the form.
The PALS team liaised with the GP Practice and the DVLA and following a resubmission of the medical form the gentleman had his licence returned to him.
As a result of this enquiry, the GP Practice now ensure that all medical forms relating to driving licence requests are double checked by another member of staff before being sent.