Into Hospital and Home Again: an online leaflet

Patient Worries and Concerns

If you or your relatives have any worries or concerns, please discuss them with the Ward Manager who will help you if she or he can.

If, however, you would like to speak to someone independent there is a service available called PALS - Patient Advice and Liaison Service. This service has been created as part of the reorganisation of the NHS around a patient centred environment.

PALS is a confidential service for patients and their families or carers to help deal with any questions or concerns about any aspects of the patients’ involvement with the hospital. PALS is here to listen, to help provide answers to your questions or to find someone who can. All information will be treated in confidence and your permission will be sought if issues raised need to be taken forward. PALS can refer you to independent specialist advocacy services or support you in making a formal complaint through the correct channels if that is your wish. Information about the service is available at every bedside and there are posters and leaflets displayed throughout the hospital.

You can contact PALS directly yourself or if you prefer you can ask a member of staff to contact the Patient Representative to visit you on the ward. PALS have a separate office to which you can go for a confidential discussion if you are able.

The Patient Representative can be contacted between 9am and 5pm Monday to Friday or call:

• For Cheltenham: Freephone 0800 953 1367
  
  
• For Gloucester: Freephone 0800 953 1321 and leave a message and you will receive a response during the next working day.
  

Comments and suggestions are always welcome and can be placed in the suggestion boxes which are situated at strategic points throughout the hospital. If you are unable to access these boxes please give your comments to a member of staff. All comments and suggestions received are taken forward to the appropriate department for discussion and consideration.

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