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| Patient Advice and Liaison Service |
| Written by PALS Manager | ||||
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The PALS team at Ashford and St. Peter’s Hospitals is a patient friendly, easy-to-access service designed to provide a personal contact to assist patients, relatives and carers. How can PALS help? PALS can offer you on-the-spot advice and information when you have queries or difficulties regarding our services or the care you have received. They will listen to your concerns and help you find ways of resolving them. They will also take note of what you tell them to help us improve our services for patients. At the first instance If you have a problem or concern, you should tell someone in the ward or relevant department as soon as possible – for example, the doctor, nurse, receptionist or ward sister. If you remain concerned, or the problem is not resolved, please contact the Trust’s PALS Manager who will help you. Often, difficulties can be easily and quickly resolved and the PALS Manager will aim to do this. If it is not possible for the PALS Manager to help, they will guide you to a more appropriate person or service. PALS Promise to You The Ashford and St. Peter’s Hospitals NHS Trust Patient Advice and Liaison Service is here to help patients and their relatives and carers find a speedy and effective solution to any problems they may encounter. They can also give you up to date information about the services available throughout the Trust. If you contact PALS for assistance or advice, the PALS team will:
If you have problems or difficulties If you have a problem which has not been sorted out on the ward or in a department, PALS will help you to resolve it, or refer you to the appropriate person who will be able to assist you further. Should you need to speak to a particular member of staff, PALS can contact the relevant member of staff and ask them to contact you. The PALS team can also help to explain the complaints process and refer you to the complaints department when necessary as well as outside advocacy services should you need them. If you require an interpreter If your first language is not English, PALS will be able to help and will work with the department you are attending to arrange for an interpreter to assist you. How to contact PALS You can contact the PALS in the following ways: Visit the PALS office You can visit the PALS office between 10:00am to 3:00pm, Monday to Friday. The PALS office can be found to the left of the reception desk at the main entrance of the Outpatient block at St. Peter’s Hospital. Ask a member of staff Please ask a member of staff on the ward or clinic you are attending. They will help put you in contact with the PALS team. Telephone By telephone simply dial extension number 3553 if you are calling from any of the internal telephones from within the hospital. If you are calling from outside the hospital, please call the PALS office direct on 01932 723553. You can call this number outside normal working hours: a member of the PALS team will return your call within 24 hours or by the next working day Please email the PALS team on This e-mail address is being protected from spambots. You need JavaScript enabled to view it . If you are not happy If you are not happy with the help you receive from the PALS, please contact Lynn Robinson, the Trust's Patient Advice and Liaison Manager. Her details are as follows: Lynn Robinson PALS Manager Ashford and St Peter’s Hospitals NHS Trust Guildford Road Chertsey Surrey KT16 0PZ 01932 723553 Complaints and Compliments If you wish to raise a complaint or compliment the care you or your relative / friend has received please write to: Chief Executive Ashford and St. Peter's Hospitals NHS Trust Guildford Road Chertsey Surrey KT16 0PZ Or you can email This e-mail address is being protected from spambots. You need JavaScript enabled to view it or telephone 01932 722612. Click here to find out more about the Complaints process at the Trust.
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| Last Updated ( Thursday, 24 February 2011 10:10 ) |
