The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. We provide a point of contact for patients, their families and their carers.
Visit the PALS in Admin Block 29 (see map below)
Monday - Friday 8:30 to 4:30pm.
The nearest car park is car park 10. There is also a dedicated, short stay space for visitors to PALS (see map below)
Email - firstname.lastname@example.org
Or pick up one of our leaflets and use the freepost slip.
Customer Care - Easy Read
Comments Concerns Compliments and Complaints
The PALS Team aims to negotiate speedy resolutions to individual concerns and to learn from people’s feedback so that we can improve our local health service.
Complain for Change
Follow us on twitter @PALSatSDH
Even though we work very hard to stop things going wrong, we recognise that they sometimes do. When this happens we would like to know so that we can try to put things right and stop the same sort of thing happening again to you, or to someone else.
We have an open and honest approach to dealing with complaints and ensure that they are investigated thoroughly and fairly to establish the facts. We work hard to learn from what people have told us to help us improve the services that we deliver.
Anyone who is, or has been a patient can complain. If you are unable to do so yourself then someone else (usually a close relative or friend) can complain for you. The health and social care guidelines suggest a time limit of within 12 months from the date on which the matter occurred, or the matter came to the notice of the complainant.
If someone is making a complaint on your behalf, then written consent will be needed. Consent is not needed if the person cannot act for him or herself, for example, if they do not have mental capacity.
How do I make a complaint?
Write a letter outlining your complaint addressed to:
Can I get help making a complaint?
Yes, you can contact the following free services for help and advice in compiling a letter of complaint, or for support in meetings with hospital staff.
(Portsmouth, Southampton and Isle of Wight)
Tel: 0300 3435733
We would like to hear from you if you have a suggestion on how we can improve our service.
If you have any concerns, it is always best to let someone know while you are in hospital, for example, the ward sister, your consultant or the PALS Team. Please be assured that raising your concerns will not prejudice your care and treatment in any way.
If you are happy with any part of a service you receive please tell us. We will record your views and pass them on to the people involved. We can also share good practice to help improve other services.
It you want to pay a compliment to a team or a member of staff you can use our SOX Form. SOX stand for Sharing Outstanding Excellence and is one way that we can learn from when things go well. Alternatively email your compliment to sft.SOX@nhs.net
Mediation can be used to resolve conflict/communication breakdown between patients/relatives and staff to stop the situation from escalating to a formal complaint. In some cases a complaint investigation may be underway already. If this is the case, the mediator's role is purely to mediate between the parties to restore communication. The Mediator will not be involved in the investigation of the complaint. If you would like to use mediation to resolve your concerns, please contact 01722 336262 ext 4401
Translating and Interpreting Services
The PALS Team can provide access to trained interpreters to support communication with patients who use sign language, are deaf, blind or partially sighted, are non-English speakers, or for people for whom English is a second language. The ward/department where the appointment is to take place will book the appointment in a timely and sensitive manner to enable the patient to be involved in decision making over his/her care. The PALS Team can provide access to trained interpreters to support communication with patients who use sign language, are deaf, blind or partially sighted, are non-English speakers, or for people for whom English is a second language. The ward/department where the appointment is to take place will book the appointment in a timely and sensitive manner to enable the patient to be involved in decision making over his/her care.
A 24-hour telephone interpreting service is also available.
Appendix A - Survey report 2017-2018
Annual Customer Care Report 2017-2018
2018-2019 Q1 Appendix A
2018-19 Q1 Customer Care Report
2017-18 Q2 Customer Care Report
2017-18 Q3 Customer Care Report
2017-18 Q4 Customer Care Report
Patient and Public Involvement (PPI)
Our patient and public engagement team encourages patients, service users, carers, family members and members of the public to get involved in developing and improving our services with us.
Ways we currently engage:
- We hold focus groups, inviting patients and carers with links to the subject in question, to tell us what they want/think about a service.
- We regularly present positive and negative patient stories to the Trust Board to raise awareness at a higher level
- We take learning from surveys and questionnaires targeting specific diagnoses and disease
If you would like to get involved with any of our PPI work, please contact us
Email – email@example.com
Patient and Public strategy
We support the health commitments of the Armed Forces Covenant, which is a promise by the nation ensuring that those who serve or who have served in the UK Armed Forces, and their families, are not subject to any disadvantage from their service (compared to local people)