Complaints and PALS

Complaints Management & PALS

Every one has the right to make a complaint about any aspect of NHS care, treatment or service, and this is firmly written into the NHS Constitution. Whereas, the Patient Advice and Liaison Service (PALS) services require the healthcare organisations to offers confidential advice, support and information on health-related matters.

Complaints and PALS Management System offers systematic administration, investigation, advise provision and intelligence on all alerts raised to the organisation. 

Facilitate the Complaints Management & PALS Responsibilities

Solution & Supported Services


  • Ensure duty to facilitate and investigation of complaints is observed by healthcare organisations
  • Capture patient and public voice via systematic alerts to analyse trends
  • Secure digital environment for healthcare staff to log the alerts
  • End-to-end online alerts management with real time reporting
  • Robust solution backed with Microsoft reliable SLAs
  • Real-time business intelligence (BI) & reporting
  • Complete solution including launch, uptake and tech support
  • Flexible to adapt with evolving business processes


  • Promote open culture through alerts reporting and reviews
  • Streamlined alerts review business processes
  • Enhanced information management for improved productivity
  • PowerBI reporting and dashboard for self-service analytics
  • Role based security access management
  • Trusted cloud solution accessible from any device, anywhere
  • Customised business application over compliant MS-Dynamics CRM

Why implement Complaints & PALS Management System


Patient's & Public's Voice

Complaints and PALS Management System gives patients and public a voice that is heard. 


Modern Digital Technology

Founded on enterprise-grade Microsoft Azure and Dynamics 365 solution for comprehensive features and flexibility to innovate.



Alerts Management Process

Complete end-to-end alerts management process to resolve given concerns and build thematic understanding of recurring issues.