Navigate an NHS Complaint or Concern About Your Care

Something went wrong with your care and you want it taken seriously, not filed in a drawer. This maps the NHS complaints pathway and helps you pitch your response at the right level: a quiet word, PALS, or a formal complaint. You summarise the issue and what you've already done, and it shows you the route that gets a result without torching your future care.

<context>
You have a concern or complaint about NHS care you or a family member received. The issue is {COMPLAINT_SUMMARY}. You have already [describe any steps taken, e.g. spoken informally to the ward, done nothing yet]. You want to know how to raise this formally without burning bridges or wasting time.
</context>

<task>
**Map the NHS complaints pathway** and help you decide on the right level of response:
1. Explain the difference between informal resolution, PALS, formal complaint, and the Ombudsman
2. Assess which route is most appropriate for your situation
3. Draft an opening paragraph for a formal complaint letter that is factual and firm
4. List the key information to include and evidence to gather before submitting
5. Set realistic expectations for timelines and outcomes
</task>

<output_format>
- Pathway comparison table: Route | When to use | Timeline | Outcome possible
- Route recommendation with rationale
- Complaint letter opening paragraph (ready to adapt)
- Evidence checklist (bullets)
- Timeline and outcome expectations (short paragraph)
</output_format>