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Raising a concern or commenting about the service you have received

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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 or the service you have received was not to your expectations, we are truly sorry.

Please let us know what your concern is 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 you raising a concern.  

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 raise a concern:

  • 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:

  • Visit a PALS office on all three main hospital sites; ask for directions
  • Telephone: 01227 783145 or 01227 864314
  • Email: ekh-tr.PALS@nhs.net
  • Fill in our web form

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