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Milton Keynes University Hospital NHS Foundation Trust RGB BLUE

Patient Advice and Liaison Service (PALS)

About PALS

The Patient Advice Liaison Service (PALS) is there to help patients, and their relatives and carers, find speedy and effective solutions to any issues and to receive feedback on hospital care, treatment and services.

What do PALS do?

  • We are a patient friendly, easy to access, confidential service that provides personal contact to assist patients, relatives and carers.
  • We can offer on the spot help, advice and information if you have any concerns or questions.
  • We will listen to your concerns and help you find ways of resolving them.
  • We will take note of what you tell us to help improve the service the hospital offers to our patients.
  • We act as a point of contact for all those wishing to get advice and information about hospital services.

If you contact PALS for assistance or advice we will:

  • Contact you in person within 24 hours or by the end of the next working day.
  • Advise you of the options available to you and help you to find the best way forward.
  • Listen to your concerns in confidence and only pass on information to staff or other organisations with your permission (if you are a relative, carer or friend of a patient we will need to obtain the patients permission).
  • Provide non medical advice and information.
  • Keep you advised at all times of the progress of any action you ask us to take on your behalf.
  • Use anonymised information from our contact with you to improve hospital services for the future.
  • Pass on your compliments and thanks.
  • Talk to senior staff managers on your behalf and arrange for you to meet with them.
  • Refer you to outside organisations should you need them.
  • Explain the complaints process and refer you the Complaints Team if required.
  • We can give you information about the independent complaints advocacy service.
  • Ensure that no person who contacts PALS receives less favourable treatment on the grounds of their sex, marital status, race, creed religion, physical disability, mental health, learning difficulty, age or sexual orientation

Further information and contact details

If you have any worries or concerns about your treatment or care, a member of the nursing team or your doctor will be happy to help. If you would rather speak to someone who is not involved in your care, the PALS team can listen to your feedback and help to resolve your concerns. They can also direct you to other providers, organisations and groups that may be able to help.

The team is based in the hospital's main entrance. They are available Monday to Friday (excluding bank holidays), 9.30am to 5pm. Ask at reception if you are unsure where to go.

Alternatively, call (01908) 995954 or email PALS@mkuh.nhs.uk

If your concern is not resolved by PALS, you may wish to submit a complaint.

Please note: If you are acting on behalf of a relative or friend, please ensure you have the written consent of that person. If your friend or relative cannot give informed consent, the teams can only accept complaints from their legal guardian.


What if a local resolution is unsuccessful?

We will always work closely with our colleagues to ensure your complaint is dealt with swiftly and sensitively.

However, if you are not happy with the response from Milton Keynes Hospital NHS Foundation Trust, please let us know so we can discuss your concerns in more detail.

However, if you are still unhappy with the outcome of your complaint, you can ask the Parliamentary Health Service Ombudsman to review the matter.

Visit www.ombudsman.org.uk 

What if I need help with my complaint?

POhWER ICAS provide free advice and support, independent of the NHS.

This service is available to you throughout the complaints process.

Your local POhWER ICAS office can be contacted via:

Call: 0300 456 2370 (charged at local rate)
Minicom: 0300 456 2364
Text: send your name and number to 81025
E-mail: pohwer@pohwer.net
Skype: pohwer.advocacy
Fax: 0300 456 2365

Or write to:

PO Box 14043
Birmingham, B6 9BL