Patient Advice and Liaison Service (PALS & Complaints) Deborah Tapley, Head of PALS & Complaints
Overview Patient Advice and Liaison Service (PALS ) Complaints Team Listening to our patients, carers and families, patient feedback
Patient Advice and Liaison Service (PALS) Where we are… • Ground floor, GWH (near main Atrium) • 9am - 5pm, Monday - Friday • Drop in - no appointment necessary • Family Room Who we are… • A team of 9 made up of PALS Administrators and Complaints Facilitators.
Patient Advice and Liaison Service (PALS) What we do... • Offer free impartial advice and support • Aim to resolve Concerns promptly • Manage the Complaints process • Co-ordinate Patient Feedback • Interpretation and Translation Services • Patient Information
Patient Advice and Liaison Service (PALS) How to Contact PALS In Writing Great Western Hospital, Marlborough Road, Swindon Visit the PALS & Complaints team GWH.PALS@nhs.net Telephone 01793 604031
Patient Advice and Liaison Service (PALS) Concerns Informal process with an aim to Resolve promptly within 48hrs. Complaint Slightly more complex and requires Further investigation. Acknowledge, respond within 25 working days.
Listening to our patients, carers and families
Improving our services through listening How we gather patient feedback • The Friends and Family Test • VoiceBook • “We’re listening” patient experience films • Patient Stories
Patient feedback – Friends and Family Test “How likely are you to recommend our service to your friends and family if they needed similar care or treatment?” Response options • Extremely likely • Likely • Neither likely nor unlikely • Unlikely • Extremely unlikely Plus option to give a ‘free - text’ response
Very impressed with the prompt service I received. Prompt delivery of my chair, Darren who delivered my chair explained usage very well. Thank you very much a very impressive service. I was listened to and things were explained with great clarity . Time was taken to find details of what had happened and then to give time for drugs to take affect before & continuing with treatment. Thank you. Care was fantastic, everyone was very friendly and helpful. Created a very relaxing atmosphere. We wouldn’t have changed anything. Thank you!
Patient Advice and Liaison Service (PALS) Interpreting and Translation
Contact us Patient Advice and Liaison Service (PALS) Ground Floor, The Great Western Hospital Tel: 01793 604031 Email: GWH.PALS@nhs.net GWH.Interpreting@nhs.net GWH.Patient.Information@nhs.net
Recommend
More recommend
