How will the results be used? We will gather the results and analyse them rapidly to see if any action is required. The NHS will publish the results and you will also be able to see results for other hospitals to see how they compare.
Where will the results be published? The results will be published on the NHS Choices website (www.nhs.uk). We will also publish our results on our website (www.leedsth.nhs.uk), displayed within the trust and also in our annual reports and quality accounts.
Does this replace the existing compliments or complaints procedure, or other forms of feedback used by the hospital? No, you can still pass your compliments or complaints to your hospital in the normal way. Hospitals can continue to use existing ways of gathering feedback, in addition to the Friends and Family Test.
Where can I get more information? For more information on the Friends and Family Test, please visit www.nhs.uk/friendsandfamily.
Patient Advice and Liaison Service (PALS) Welcome to the Patient Advice and Liaison Service We know that it can be a worrying and confusing time when you or someone you know is unwell. If you have concerns or questions about any aspect of your care, or the service you receive, it is best to first speak with a member of staff involved with your/their care. If you find that staff cannot help you, or you are not comfortable speaking with them, you can contact PALS.
to negotiate immediate or prompt solutions. If necessary we can also refer patients and families to specific local or national based support agencies. PALS will:•H elp answer your questions about the Trust or your care •O ffer advice and support if things go wrong
PALS is a confidential, on-the-spot, advice and support service for patients, relatives and carers. You can ask a friend or relative to contact us on your behalf but we must have your permission before we can discuss your personal circumstances with anyone else.
•R espond to your concerns if you are unhappy about any aspect of your care
PALS act independently when handling patient and family concerns, liaising with staff, managers, or relevant organisations,
• Pass on your compliments to staff
• Provide information about our services • L isten to your suggestions for improving our services for patients and visitors •Provide advice on the NHS complaints procedure