Patient Advice and Liaison Service (PALS), incorporating Complaints and Commendations
Your comments matter to us
The PALS office at Frimley Park Hospital can be found in the main reception at the front of the hospital. PALS staff are there to offer information and advice and to help address any concerns you may have. Our contact details are given at the end of this page.
Throughout the hospital you will find comment cards that can be used to provide us with general feedback about your experience of Frimley Park, whether positive or negative. These are collected weekly and, where appropriate, remedial action will be taken.
How we can help
The Trust welcomes comments and suggestions from everyone; patients, visitors, carers or relatives. Such feedback allows us to learn from your experience so we can improve the service we offer. If you have a concern, we would appreciate you raising it with us at the earliest possible opportunity. This gives us the chance to address any issues you may have promptly.
In the first instance, if you have any concerns or questions, please ask to speak to a member of frontline staff such as the nurse looking after the patient or the ward manager. If your concern is about medical treatment, you could ask a nurse to arrange for you to speak to a member of the doctor's team. Concerns about appointments can be raised with the clinic receptionist. If they cannot help, they will know who to refer you to.
If this does not resolve your issue you can contact the PALS manager who will discuss your concerns. This may mean referring you to a relevant member of staff who can help you. PALS will offer impartial advice and information and, if appropriate, help you make a formal complaint.
Making a formal complaint
If you wish to make a formal complaint you can email or write to the Chief Executive of the Trust. Ideally this should be within six months, but no more than a year after the event or issue arose.
Within two working days you will be given the named PALS or Complaints Coordinator who will be your contact during the complaints process. You will be invted to discuss your concerns by telephone with them. Where possible an early resolution will be encouraged, however if a full investigation is needed it may take longer, for example if the issues raised are complex or we need to speak to specific staff members. We will of course agree timescales with you and keep you informed of any delays.
You may wish to contact an independent advocate to assist you in making your complaint, depending on where you live you can contact them directly:
- Surrey residents: The current arrangement for Independent Health Complaints Advocacy is provided by Healthwatch Surrey in partnership with Surrey Disabled Persons Partnership (SDPP)
Telephone 0300 030 7333
Text Phone 07561 392818
Referrals can be made through Healthwatch Surrey. Telephone 0303 3030023
- Hampshire residents health complaints advocacy is now available through the Hampshire Health Watch on 01962 440262 or visit the Citizen Advice Bureau (CAB) to discuss your complaint and how an advocate can assist you.
If you complaint includes other agencies, such as social services or primary care trusts (your GP), the complaint letter will be sent to these agencies with your consent and a combined response given.
If you are not satisfied with our response we would like you to give us the chance to discuss any issues that remain. Firstly we ask you to write to the Chief Executive explaining why you remain dissatisfied. We will reinvestigate any outstanding issues and respond to you as soon as possible.
You may be offered a meeeting to resolve your concerns locally. ICAS can accompany you to this meeting should you wish.
If you are still dissatisfied you can refer your complaint to the Parliamentary Health Service Ombudsman at the address below.
(Please note that email is not a secure communication method and patients are asked not to disclose detailed information about their care to this email address as it is a generic email accessible by a number of Trust staff.)
- Chief Executive Sir Andrew Morris: 01276 604604
- ICAS (Independent Complaints Advocacy Service): 0845 600 8616
- Parliamentary Health Service Ombudsman
Complaints helpline: 0345 015 4033
For details of complaints received by the Trust please open this document.