You Said, We Did!
The Patient Advice & Liaison Service (known as PALS) offers help, information, advice and support for patients, service users, carers, families and friend when it is needed. PALS will listen to your concerns and suggestions and enable them to be sorted out as quickly as possible.
How to contact PALS:
Write: PALS
Stapleford House
103 Stapleford Close
Email: pals@nepft.nhs.uk
Tel: 01245 546433
You said... we did...
You said... |
We did... |
... that you had concerns regarding problems with contacting a Community Mental Health Team (CMHT) when the telephone line is constantly engaged or not answered... |
... the Trust Assistant Support Manager responsible for the telephones was notified of problem and is in the process of improving links to this CMHT... |
... that as a parent of a school age child you wanted all appointments to be made outside school hours... |
... we made provision for the young person to have appointments outside school hours so not to interfere with their learning... |
... that you and your family did not feel adequately welcomed on our ward when you were first admitted... |
... the ward manager apologised and reassured you that the staff team have learnt from your experience and will ensure that patients and families will be welcomed and fully informed on admission in future... |
... that you were not happy that a member of staff had entered your inpatient bedroom and not closed the door properly... |
... the ward manager had a discussion with ward staff to ensure that this did not happen to anyone else... |
... that you were concerned that should you Do Not Attend (DNA) three consultant appointments in a row (without informing us) would cause you to be discharged back to your GP... |
... the Trust’s medical director has ensured that a letter will be sent to you informing you that “as you have not attended your last three appointment’s with your doctor, you will be discharged back to your GP unless you contact the doctor’s office within a specified period of time.” This will ensure you have an opportunity to respond prior to an automatic discharge back to your GP (in line with Trust policy) ... |
... that ringing the TRUSTline on a mobile was expensive... |
... we assured you that we would ring you back to save the cost of your call... |
... that disabled parking bays were being used inappropriately.... |
...any driver not displaying a current blue badge in our disabled parking bays are requested to move their vehicle immediately |
...that you wanted to change your support worker/doctor/care co-ordinator etc.... |
.. ..we explained the process to enable you to do this |
....you want more information on our Trust website.... |
....we are continually updating and improving our website. We also provide a Facebook page with information and links available |
....you had not received a reply to a letter sent to staff.... |
....we are introducing a good practice standard to ensure that all letters received are responded to within five working days of receipt of the letter |
....you had difficulty using the stairs on one of our sites.... |
...we replaced the stair rail to ensure people can safely use the stairs |
....you were concerned with the use of the patient telephone on your ward |
....we ensured staff monitored the use of the telephone to ensure it is working and not being abused |
....you wanted to know more how to access mental health services..... |
....we explained our services to you, how to access them and what we can offer |
....that you did not like the way staff spoke to you..... |
....we ensure that all staff have training annually to improve their people skills |
....that you wanted to speak confidentially to reception staff .... |
....we have improved our reception areas to provide a more confidential conversation with you can take place |
....that you wanted better direction signs on our sites.... |
....we are providing more signs to enable you to find your way round our sites |
....you wanted more information on as specific mental health subject.... |
....we are continually producing and updating user friendly leaflets covering lots of different mental health topics |
....you had difficulty contacting our staff or teams by telephone.... |
....we are actively looking at ways to improve telephone access to our teams and sites |
....you wanted a doctor to provide a letter of support for your housing needs.... |
....we contacted the doctor who has provided you with the evidence you required |
....you were not happy when one of our occupational therapy sessions was stopped due to Health and Safety concerns..... |
....we are looking to continue to provide these sessions within the Health and Safety guidelines |
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