24.03.20 UPDATED NOTICE
Due to government advice surrounding Coronavirus and social distancing, regrettably we are no longer able to provide a walk in PALS service.
We still want to help you with you queries or concerns. Please contact the PALS team on 01227 783145 or email us at firstname.lastname@example.org and we will help you as quickly as possible.
We apologise for any inconvenience and thank you for your cooperation.
We are committed to improving services by listening to patients, their families and carers.
Our aim is to offer a compassionate and efficient service to all our patients and visitors and if we have let you down, we are truly sorry.
Please let us know what has gone wrong so that we might try to put it right or to explain what happened and why. You have our absolute assurance that we will not penalise you (or the patient) in any way or treat you differently as a result of a complaint being made. Feedback helps us to improve our services leading to positive experiences for our patients and their relatives or carers.
There are several ways that you can make a complaint:
- Speak to a person in charge of the ward or clinic: often the best way of getting your problem sorted out is to ask to speak to the person in charge of the ward or clinic. The member of staff can often do something straight away, which avoids you (or the patient) becoming more anxious or distressed
- Ask for help through PALS: if you would rather ask for help from someone else, the Patient Advice and Liaison Service (PALS), will do their best to help you. If they cannot resolve your problem, then they will be able to give you clear, friendly advice as to what your next steps should be. There is a PALS office on all three main hospital sites; ask for directions, or
How to contact PALS:
PALS is available from 9:00am to 4:00pm on 01227 783145, Monday to Friday (excluding Bank Holidays). If you get the answer phone, please leave a message, including your name and your telephone number and we will get back to you within one working day. You can also leave a message if you prefer to telephone out of office hours.