Patient advice and liaison service (PALS)

Patient advice and liaison service (PALS)

If you have a concern about yourself or about a relative or friend in our care, we recommend that you raise your concerns first of all with the people who are providing the care. They will usually be best placed to help you and to put things right as soon as possible when they go wrong. If you want help with doing this, PALS can help you. A member of the PALS team will listen and discuss with you the most appropriate way to take your concerns forward and can also give advice on independent advocacy services and the formal complaints process. Email: pals sussexpartnership. We are available Monday to Friday, from 9am to 5pm.

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If you have any issues or concerns please contact our patient advice and liaison service PALS or complaints team. An answer phone system operates at busy times and out of hours. Please leave a message with your name and phone number and a member of staff will call you back within 24 hours. Our PALS office is currently closed.

If, despite our best efforts, we are not able to resolve your concerns informally with the staff caring for you or via PALS, you have the choice to make a formal complaint.

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This site uses cookies. By continuing to browse the site you are agreeing to our use of cookies. Find out more here. Hide this message. If you are unhappy with any aspect of your care or that of a loved one , please try and discuss your concerns early on with a member of staff who is caring for you. Often they can resolve the issue quickly for you or provide you with information or advice to help you decide what to do. If your concerns cannot be discussed with a member of staff caring for you or you feel more comfortable discussing your concerns with someone not involved directly in your care you can contact our Patient Advice and Liaison Service.

PALS offers impartial advice and assistance to patients, their relatives, friends and carers. We can listen to feedback positive or negative , help you get answers to your questions and liaise on your behalf to help resolve any concerns about our Trust services.

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We are committed to providing the highest standards of care with courtesy and respect at all times. However, from time to time service users or carers may have concerns about their care and treatment. PALS will act independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, contact relevant organisations to negotiate immediate or prompt solutions.

If necessary, they can also refer service users and families to specific local or national support agencies.

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Patient Advice & Liaison Service (PALS)

Due to the COVID pandemic and the urgent demands on our clinical and operational colleagues, which resulted in a national pause in the complaints service, you may experience delays in receiving a response to your complaint. However, we will acknowledge, log and review your contact and we will act upon any concerns about patient safety or safeguarding. Where we are able to resolve matters via telephone or email contact we will try to do so. If not, we will respond to your complaint as soon as we can.

We will resume our normal complaints service as soon as possible.

Coronavirus (COVID): Information about our service. This service is running as normal at the moment. Please see the details below. Keep up-to-date with the​.

This service is running as normal at the moment. Please see the details below. Keep up-to-date with the latest information, read our page on Coronavirus. PALS nhs. Note: We aim to respond to emails in two working days. Because of the higher security applied to emails sent to NHS. Unfortunately we cannot prevent this, so get in touch if you think this may have happened to your email.

We welcome and value your comments, suggestions and concerns, as they help us continuously improve the quality of service we provide. You should be treated with courtesy and respect at all times by NHS staff and making a comment or complaint about NHS services will not prejudice the care that you or your relatives are given. We are a team of people with information and advice on health issues related to your care and treatment. It sets out what our customers should expect from us in five pledges.

The Patient Care Charter provides a clear statement of intent to which both our staff and customers can hold us. Its effectiveness will rely on the Trust motivating and supporting staff to deliver excellent customer care and will be measured through customer feedback, including patient experience surveys.

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As a patient, relative or carer sometimes you may need on-the-spot help, advice and information or someone to act on your behalf. PALS provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide and guiding you through the different services available from the NHS.

The team act independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations, to negotiate immediate or prompt solutions.

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You may get an answering machine if the team is busy or if the office is closed. Please leave a message and we will return your call as soon as possible. Accessibility information about Guy’s and St Thomas’. Patients About your care Make, cancel or change an appointment Staying in hospital Your outpatient appointment Give your feedback.

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Why work here Why choose us Our exceptional benefits Training and development. Other types of work Volunteering Work experience opportunities Apprenticeships. Search site. What PALS can do Give you information about our hospital services and the choices available to you and your family, visitors and carers at Guy’s and St Thomas’.

Coronavirus information

Following the decision taken by the UK Government on 23 March to impose further restrictions on the movement of people in order to tackle the spread of Covid, we regret that the Patient Advice and Liaison Service will not be providing any face to face services until further notice. Patients and relatives are still welcome to contact us by telephone on: or If there is no-one available to answer your call, please leave a message on our voicemail facility and we will contact you as soon as possible.

Patient Advice and Liaison Service PALS at Northampton General Hospital. your name, the patients name, date of birth and a summary of your enquiry. The first.

Following the latest government instructions on social distancing, we can confirm that patients with medical appointments should still attend, unless they have been informed otherwise by the hospital. When moving around the hospital, please maintain social distancing at all times. Restricted arrangements for visiting patients remain in place — click here for more details.

Unless you have a medical appointment, need to attend the Emergency Department or are visiting a patient in accordance with our restricted visiting arrangements, please do not come to the hospital site. We are providing the same urgent and emergency care for children as we always do. Click here for more advice. Read the latest NHS guidance. We know how important it is for you to stay in touch with friends and family members in hospital, and we understand how difficult it is that you cannot visit your loved ones at the hospital at the moment.

To help you communicate with your loved ones, you can now send a message and some photos by filling in the form via this link. We will make sure these are printed and delivered to the patient. We also have a dedicated phone line for you to relay messages. Just call , Monday to Friday between 9am and 5pm, and we will write down your message and deliver it to the patient. Unfortunately we are not able to provide a reply message service from your loved ones.

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