PALS: Patient Advice and Liaison Service
PALS is here to help answer any questions patients may have about their care in hospital and to advise and support their families. PALS will also provide information on support groups, care and benefit issues and listens to suggestions for improving services for patients and visitors.
Contact information
You can ask for PALS at Dorset County Hospital’s main reception or contact us by phone, email or post as detailed below:
PALS
Dorset County Hospital NHS Foundation Trust
Dorset County Hosptial
Williams Avenue
Dorchester DT1 2JY
Telephone: 0800 7838058.
How to raise concerns
If you are unhappy with any aspect or your or a relative’s care, or the service you receive while you are staying in hospital or attending an outpatient clinic, you should speak to a member of the ward or clinic staff as soon as possible.
If you feel they cannot help you, or you are not comfortable talking to them, then contact PALS.
You can ask a friend or relative to come and see us on your behalf, but we must have your written permission before we can discuss your personal circumstances with anyone else. We can also visit you on the ward to discuss your concerns.
Very often problems can be sorted out straight away so please contact us as soon as possible so you can be reassured about any aspect of your care.
If you still feel dissatisfied and you want to make a formal complaint you can make a complaint in writing to the Chief Executive at the following address:
Chief Executive
Dorset County Hospital NHS Foundation Trust
Dorset County Hosptial
Williams Avenue
Dorchester DT1 2JY
If you do not wish to put your complaint in writing you can speak to a senior member of staff who will take details of your concerns and forward them to the Chief Executive or you can telephone the Complaints Officer on 01305 254646 and give details of your concerns over the phone. All complaints received by the Chief Executive or the Complaints Officer will be investigated within the Trust’s formal complaints procedure which follows Department of Health guidelines.
If you are dissatisfied with the response the Complaints Officer will undertake a further investigation on your behalf. If it is appropriate, and you agree, we can arrange for you to meet and discuss your concerns with the staff who have been involved in your care. We will then send you a written report of that meeting, including any conclusions reached.
If you are still not happy with our response you can request an independent review of your complaint.
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