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Our patients and service users are the most important people in the NHS. How does PALS work? We can provide telephone advice, and can also arrange to meet you by appointment. PALS will listen to your queries and concerns, and try to get them sorted out as quickly as possible. In order to do this we may need to contact other health care staff. We will only do this with your permission.

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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.

The Patient Advice and Liaison Service (PALS) offers support, information and assistance to patients, relatives Can my admission date be brought forwards?

The service provides on the spot information and helps to resolve concerns quickly and efficiently. When you create a form with Service Pal you are essentially creating all versions of the form at once. The electronic i Pad form that your employees will be using on the job and the PDF version that can be emailed and shared with your customers and stored in your records. We can also put you in touch with other people who may be able to help you, and give you details of groups or organisations that work outside the hospital, such as voluntary organisations, community groups or independent advocacy.

The clinics can be based in a hospital or in the community, such as in a health centre. Our form designer is intuitive whether you choose to start with one of our templates or create your own form from scratch. You can phone some continence clinics directly to make an appointment but others will require you to be referred by your GP. To find out where your nearest NHS continence service is call your local hospital. Servicepals dating The service provides on the spot information and helps to resolve concerns quickly and efficiently.

This means that your forms will always be up to date. We are certain that you will love using our product from the very first moment.

Coronavirus information

If you need to contact us, please email crhft. If you are trying to contact someone directly from the Assistance and Complaints Team please use their telephone number or email address, as these will also be checked regularly. Always tell us when you are worried about something.

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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.

To make a complaint please email our complaints office at: ICHC-tr. Complaints nhs. Download our easy read leaflet. Please remember to include the following information in your written complaint:. If you are unhappy with how your complaint has been handled please let us know. We can agree some other ways of dealing with your concerns. We will always try to find ways to resolve your concerns. However, if we have tried all reasonable means of resolving your concerns and you are still dissatisfied you can request an independent review by the Ombudsman.

Find out about how to contact the Ombudsman.

Patient Advice and Liaison Service (PALS): Incorporating Complaints, Concerns and Compliments

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. In the meantime, thank you for your patience and understanding.

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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.

We run a dedicated PALS service to help people using all of the services at the hospital. Something wrong – What to do if you are unhappy easy-read leaflet. Raising concerns.

Patient Advice and Liaison Service (PALS)

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.

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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. Dermatology Emergency care Maternity services Sexual health Urology.

For patients About our research Frequently asked questions Get involved Studies and trials. For researchers Facilities and contacts. For industry Key contacts. Sector-specific Dentistry Nursing and midwifery Postgraduate medical education Undergraduate medical education.

Patient Advice & Liaison Service (PALS)

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Our PALS service can give you information about our hospital services, put you in touch with our language support team, listen to your comments and help you.

Our aim is to try and resolve any concerns as quickly as possible. If we cannot resolve your concern to your satisfaction, we will advise you how to take the matter forward using the formal complaints procedure. Lewisham and Greenwich NHS Trust is committed to ensuring that we are providing high quality care and treatment for our patients. If you are unhappy with the way you have been treated by the NHS you have the right to make a complaint.

Anyone can make a complaint. You can also complain on behalf of someone else if you can show you have their consent or legal authority such as power of attorney. Your complaint should be raised within 12 months of the date of an incident or of when you become aware of the issue. This timescale can be extended in exceptional cases.

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Please make sure you include the patient’s full name, date of birth and ward (if you know it) – so we can make sure it goes to the right person. Unfortunately we are.

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.

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If you contact the team by telephone you will initially be forwarded to an answerphone. You will, however, receive a call back within three working days excluding weekends and bank holidays. You may however decide to complete the PALS contact form at the bottom of this page which will be email ed directly to the team. Although we strive to ensure that the patients we serve receive the best possible service and care, mistakes and misunderstandings do occur. We need to know about these in order to improve the service we provide.

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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.

Alternatively you can email us on mtw-tr. PALS can:. Staff in either hospital can help you, regardless of which hospital you are calling about. The Maidstone office will be closed to personal callers on Wednesdays until The Tunbridge Wells office will be closed to personal callers on Thursdays until Please be assured that PALS can still be contacted by telephone and email during these times.

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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.

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