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Contact PALS or Complaints

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If you have Questions or Concerns:

Always speak to ward or clinic staff if you: 

  • Have any queries
  • Are unhappy or concerned with an aspect of the Trust’s services.

Most often, our staff can deal with your enquiry straight away. If you feel they cannot help or you do not wish to speak to them you can contact  PALS  ( Patient Advice and Liaison Service) .

For more information, please read our Policy entitled Complaints and feedback.

Information leaflet regarding Concerns and Complaints.

Patient Advice & Liaison Service (PALS)

Compliments, Concerns or Complaints

Gloucestershire Hospitals NHS Foundation Trust recognises the importance of your experience as a patient and those of your friends and family. We aim to listen to you, respond in a timely way and learn from you to help improve our services.

The Trust offers advice and support for both patients and visitors. Here you will find information on these services and how to access them, and also ways you can get involved to help make improvements.

PALS  (Patient Advice and Liaison Service) will:

  • Help answer your questions about the Trust and your healthcare
  • Provide impartial information on a range of issues
  • Respond to your queries and concerns
  • Aim to propose resolutions to meet your needs and those of your families and carers
  • Listen to your suggestions for service improvement
  • Provide information and advice on Trust services
  • Inform you of the formal complaints procedure and help you to get independent advice and support 
  • Help the organisation learn from patients’ experiences and comments.

We also like to hear if you feel we are doing well, so if you would like to pay us a compliment please let the Ward or Department's Staff know or contact the PALS team on the details below.

Visit our offices in person:

PLEASE NOTE THAT DUE TO STAFFING ISSUES, OUR PALS OFFICES AT BOTH HOSPITALS ARE CURRENTLY UNABLE TO OFFER FACE-TO-FACE SUPPORT. PLEASE EMAIL, PHONE OR WRITE TO US INSTEAD.

We have offices at both Cheltenham General Hospital and Gloucestershire Royal Hospital.  

Gloucestershire Royal Hospital on the ground floor Tower block entrance opposite the General Office. 

Cheltenham Hospital on the ground floor on Sandford Road entrance by the Blue Spa restaurant.  

Telephone:  0800 019 3282 (Free phone)

Write to us:
PALS Office,
Gloucestershire Royal Hospital,
Great Western Road,
Gloucester,
GL1 3NN

E-mail us: pals.gloucestershirehospitals@glos.nhs.uk

PALS Feedback Form

Please note that your feedback may be shared on our trust in the news, on our website.


Complaints:

Making a Complaint

If you feel your concerns cannot be resolved by PALS or you would prefer to make a complaint you can do this in writing or by email.

 

What will happen following receipt of your complaint?

We will acknowledge receipt  of your complaint within three working days (this can be by email or in writing). We aim to investigate and draft a response to your complaint within 35 working days. If for some reason we cannot achieve this we will keep you informed and explain the reason why. Once the response has been agreed by everyone involved in the investigation it is sent to the Chief Executive for final sign off. All complaints should be made within twelve months of the episode you are unhappy about. If you are writing on behalf of the patient their consent will be required.  In the case of a complaint regarding a deceased patient please contact the Complaints Team for advice.

Opening hours: 

We are open Monday to Friday from 9am to 5pm.   Please note we are not open on Bank Holidays.

Telephone us: 0300 422 5777

Fax us: 0300 422 5778

E-mail us: complaints.team@glos.nhs.uk

Write to us:
Complaints team,
Gloucestershire Royal Hospital,
Great Western Road,
Gloucester,
GL1 3NN

If you need help and English is not your first language:

Please speak to the staff on the Ward or in the department you are in. They will be able to arrange face to face or telephone interpretation  for you.

 Alternatively please contact the PALS team.

Free independent and confidential support with a complaint - SEAP

SEAP provide independent advocacy services to help resolve issues or concerns you may have about your health and well-being or your health and social care services.  They can be contacted by:

Email: info@seap.org.uk

Telephone: 0330 440 9000

Website:   http://www.seap.org.uk 

Parliamentary and Health Service Ombudsman (PHSO)

If you have been through the complaints process and remain unhappy with the response you have the right to ask the PHSO to review your case.  You can contact the PHSO by visiting www.ombudsman.org.uk or calling the helpline on 0345 015 4033 or in writing to The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.

The PHSO expects the Trust and complainants to have made all reasonable attempts to resolve outstanding issues before they will take any action.