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NHS Complaints & PALS Management

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v 19.0 Third Party 4
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NHS Complaints & PALS Management

Handle statutory NHS complaints and PALS concerns end-to-end — from public submission and triage through investigation, sign-off, PHSO escalation, and KO41a returns.

+91 9074270811

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Key Highlights

Public Complaint & PALS Portal

Secure, token-based public web form lets patients and relatives submit a PALS concern or formal complaint directly, with instant reference number confirmation.

PALS-to-Complaint Escalation

Resolve informal PALS concerns quickly, or escalate them into a statutory complaint in one click — a new COMP reference is allocated while the original PALS reference is retained.

Statutory Complaint Workflow

Guides every formal complaint through Received, Acknowledged, Under Investigation, Response Sent, and Closed stages with automatic timescale tracking.

KO41a Statutory Returns

Categorise complaints against KO41a subjects and generate export reports to support the annual statutory complaints return.

PHSO Escalation Tracking

Record complaints referred to the Parliamentary and Health Service Ombudsman, tracking referral date, case reference, status, and outcome.

Investigation & Response Sign-Off

Run structured investigations with chronology, findings, and lessons learned, then draft and sign off the formal response letter before it is sent.

Manage User Access

Configure the Complaints & PALS Access Level — No, Complaint Handler, Complaint Manager, or Complaint Quality Lead — from the Users settings page.

Complaints & PALS Configuration Menu

Access KO41a Subjects, Response Timescale Presets, Letter Templates, and module Settings from the Configuration menu.

Complaint Portal & Timescale Settings

Enable the public complaint submission form, set the default response timescale preset, and configure the complainant data anonymisation period from Settings.

Public Form Token Configuration

Generate a secure token to publish the public complaint submission form and share the link directly with patients and relatives.

Public Complaint & PALS Submission Form

Let patients and relatives submit a PALS concern or a formal complaint online, describing what happened and confirming whether they are the patient or acting on someone's behalf.

Submission Confirmation

Reporters receive instant confirmation with a unique PALS/Complaint reference number and details of when they will be contacted to agree a response timescale.

PALS Concern Triage

Manage incoming PALS concerns in a Received queue, with a one-click Escalate to Complaint action for cases that need to become a formal statutory complaint.

PALS Concern Record

Track each PALS concern's KO41a subject, severity, location, and Duty of Candour flag as it moves through Received, In Progress, Resolved, and Closed stages.

Escalate to Formal Complaint

Escalate a PALS concern into a statutory complaint in one step — a new COMP reference is allocated automatically while the original PALS reference is retained for traceability.

Formal Complaint Record

Manage the full statutory complaint lifecycle — Received, Acknowledged, Under Investigation, Response Sent, and Closed — with KO41a subject, severity, and multi-organisation flags.

All Concerns Overview

Review every PALS concern and complaint in a single list showing complainant, severity, received and acknowledged dates, case handler, and current status.

Complaint Acknowledgement

Acknowledge newly received formal complaints directly from the Inbox / Triage queue, automatically starting the statutory response timescale clock.

Automated Acknowledgement Correspondence

An acknowledgement email is generated and logged automatically once a complaint is acknowledged, keeping the complainant informed and the audit trail complete.

Response Timescale & Deadlines

Track acknowledgement and response deadlines calculated from the assigned response timescale preset, with the option to record a deadline agreed directly with the complainant.

Linked Investigation Record

Open the linked investigation record directly from the complaint, or link related incidents and risks from the NHS Incident & Risk module.

Complaint Investigation

Record points of complaint, chronology, findings, lessons learned, and actions for a lead investigator to progress from Draft through In Progress to Complete.

Draft & Sign Off Response

Draft the formal response letter using investigation findings, preview it, and route it for sign-off before it is sent to the complainant.

PHSO Referral Status

A complaint referred to the Ombudsman is flagged with a PHSO Referred ribbon and an additional PHSO Referred stage on the status bar, with quick access to the PHSO record from the smart button.

My Cases

View every PALS concern and complaint assigned to you as case handler, with severity, received and acknowledged dates, and current status in one list.

Complaint Investigations List

Track every investigation across all complaints, showing the linked complaint, lead investigator, overall outcome, and status from Draft through In Progress to Complete.

PHSO Casebook

Manage all complaints referred to the Parliamentary and Health Service Ombudsman in a Kanban casebook, organised by Referred, Under Review, and Decision Made stages.

PHSO Escalation Record

Record the PHSO case reference and date referred, and progress the escalation through Referred, Under Review, Decision Made, and Closed stages.

My Complaint Actions

Track corrective actions raised from PALS concerns and complaints, with action title, type, source complaint, owner, due date, priority, and status.

Complaints Analysis Reporting

Analyse complaints by KO41a subject, location, and severity using the Complaints Analysis pivot, measuring working days to respond, times re-opened, and complaint count.

KO41a Annual Return Wizard

Generate the statutory KO41a annual return for a selected financial year and organisation, with the option to include PALS concerns alongside formal complaints.

KO41a Return Summary

Review a summary of formal complaints received for the period broken down by KO41a code, subject, and service area, then download the return as a ready-to-submit CSV file.

KO41a Subjects Configuration

Maintain the standard KO41a subject list and codes — such as Access to Services, Clinical Treatment, and Communication — used to categorise every complaint for statutory reporting.

Response Timescale Presets

Configure reusable response timescale presets — Simple, Standard, Complex, and Major / Multi-Organisation — each defining a working-day target and complexity level.

Complaint Letter Templates

Manage the full set of correspondence templates covering acknowledgement, holding, closure, consent request, and full written response letters for PALS concerns and formal complaints.

Our Features

01

Public Complaint & PALS Submission Form, letting patients and relatives report concerns online via a secure, token-protected link.

02

PALS Concern Triage & Resolution through a dedicated Received queue with Resolve or Withdraw actions.

03

One-Click Escalation to Formal Complaint, allocating a new COMP reference while retaining the original PALS reference.

04

Statutory Response Timescale & Deadline Tracking, calculated automatically from configurable timescale presets.

05

KO41a Subject Categorisation & Export to support the annual statutory complaints return.

06

Complaint Investigation Workflow covering chronology, findings, and lessons learned.

07

Draft & Sign-Off Response Letters generated from investigation findings before being sent to the complainant.

08

PHSO Escalation Management, tracking referral date, case reference, status, and outcome.

09

Integration with NHS Incident & Risk for linked incidents, risks, and corrective actions.

Frequently Asked Questions

A PALS concern is an informal, quick-resolution enquiry, while a formal complaint follows the statutory NHS complaints process with acknowledgement and response deadlines. A PALS concern can be escalated to a formal complaint at any time using the Escalate to Complaint action, which allocates a new COMP reference while keeping the original PALS reference for traceability.

Yes. When the public complaint submission form is enabled in Settings, a secure token-protected link can be shared publicly. Patients or relatives can submit a PALS concern or formal complaint, optionally remain anonymous for PALS concerns, and receive an immediate reference number confirmation.

Each complaint is assigned a Response Timescale preset — for example, Simple (25 working days) — either by default or per case. The acknowledgement and response deadlines are calculated automatically and can be tracked, and agreed with the complainant, from the Deadlines tab on the complaint record.

Latest Releases

Latest Release 19.0.1.0.0
Add
12th June, 2026
Initial commit for NHS Complaints & PALS Management

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Availability
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Odoo Apps Dependencies Discuss (mail)
Community Apps Dependencies
Lines of code 10032
Technical Name odoo_nhs_complaints
LicenseLGPL-3
Websitehttps://www.cybrosys.com

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