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For inpatients: If you have a concern you would like to raise, please speak to a member of the ward team or ask to speak directly to the ward manager. In the absence of the ward manager, please speak to the deputy ward manager or the nurse in charge. If you do not feel your concern can be resolved locally, then please call our Patient Advice & Liaison service on 01279 827211 or email: paht.pals@nhs.net.

PALS is a confidential service designed to support patients, relatives and carers with early resolution to their concerns.

The PALS office can be found on the ground floor opposite the main lifts. 

Outside of office hours there is an enquiry form available for com with a post box located at the main entrance for completed forms.

Alternatively, PALS have a 24 hour messaging service, contact number: 01279 827211. Please leave a brief description of your concern, together with the patient’s full name, date of birth and hospital number (if known). PALS aim to return all call within 24 hours.

If your concern cannot be resolved to your satisfaction, or you want an official investigation to be carried out and to receive a formal reply from the trust, you will need to go through the formal complaints process. In those circumstances:

• We will explain everything you need to know about the complaints process
• We can help you plan your next steps in getting your complaint resolved 
• We will talk to senior staff or managers on your behalf and arrange a meeting for you
• We can refer you to external organisations including the Independent Complaints Advocacy Service (ICAS) or the Parliamentary and Health Service Ombudsman (PHSO)

Our people are the most important resource we have to help us deliver care which is centred around you, your family and carers. So, while we want to know when things are not working, we also want to hear from you when someone goes the extra mile to provide outstanding care.

Please call our patient experience team on 01279 827211 or email paht.compliments@nhs.net.