Patient Advice and Liaison Service

(PALS)

Welcome to the Patient Advice and Liaison Service, or 'PALS' for short.

Staff in the Trust aim to provide patients with the best possible care and environment during their hospital stay. PALS was introduced to assist and support patients and all service users.

PALS is an impartial, welcoming, open and confidential service for people who would like information or advice, or would like to comment about any aspect of the services provided by University Hospital

To find out more about how we respond to your questions, compliments, comments and complaints, click here.

What can PALS do for you?

         PALS can:

• Provide the opportunity for patients, relatives and carers to raise, in confidence, any problems concerns or comments they may have about the care and service they receive from staff.

• Provide patient feedback forms for patients to comment on services provided.

• Make ward or home visits if necessary.

• Provide information on how to view or receive copies of your Health Record.

• Provide you with information and refer you to independent or specialist advocacy services.

• Try to resolve any concerns that you may have; if the PALS officers cannot sort the problem out, they will try to find someone who can.

• Give information about the Trust's complaints procedure and help to find support.  If you wish to make a complaint, click here for more information on how to do this.

 The PALS Commitment

        We will:

• Provide a welcoming environment for you to discuss your concerns or make a suggestion or comment.

• Treat your information in strict confidence and only pass to others with your direct consent.

• Return your call as soon as possible if we cannot speak to you personally when you telephone.

• Collect patient comments from feedback boxes weekly, and acknowledge comments within two working days of receiving them if a name and telephone number is provided.

• Acknowledge any email received as soon as possible.

• Seek your permission if issues need to be taken forward.

Comments and suggestions

Please help us by filling in a feedback form at the end of your stay in hospital or your visit as we do appreciate your comments and suggestions.

Feedback forms and boxes to put them in are available in all wards and departments or you can send them to the address printed on the form.

Alternatively, you can click here to fill in the form and send it back to us electronically.

How you can contact the PALS Team

 There are four members of staff in the PALS Team:

Pam Goodwin - PALS Manager

Louise Dannatt - PALS Officer

Amanda Butler -PALS Officer

Bernadette Kelly - PALS Officer

The PALS office is situated inside the entrance to the Surgical & Paediatric Department on the City General site. The PALS office is open 9.00 am to 5.00 pm, Monday to Thursday and 9.00 am to 4.30 pm on Friday.

Telephone: 01782 552814 or 552317.

Email: patient.advice@uhns.nhs.uk

If the PALS officers are not available personally when you call, there is a 24-hour answerphone where you can leave a private message. We will normally call you back the same or next working day.

If, after talking to PALS, you are not satisfied and wish to pursue a complaint, please contact the complaints department on 01782 555481.  Click here to learn more about making complaints.