Patient Advice & Liaison

The Trust has a patients' charter but, as a patient, carer or relative, you may want further help, advice or support - this is where the Trust's PALS Unit comes in. We provide confidential advice and support to help you sort out any concerns you may have about the care we provide, guiding you through the different services available at the Trust. Our aim is to try and resolve any concerns as quickly as possible.

We liaise with staff, managers and, where appropriate, external relevant organisations, to negotiate solutions as quickly as possible. If necessary we can also refer patients and families to local or national support agencies.

The Patient Advice and Liaison Service (PALS) Unit continues to develop its services to patients, carers and relatives dealing with a wide range of queries, concerns, complaints and compliments, as well as bereavement issues and patient information.

What did we achieve last year?

• Introduced red tabards for the nurses in charge on the wards. This was a direct result of feedback as patients said they couldn't identify who the nurse in charge was.
• Were involved in implementing a red tray system to highlight which patients need assistance at meal times. Volunteers were also trained to help these patients.
• Designed a new PALS Unit web page which incorporates an all purpose feedback form and full contact details for the unit.
• Acted on patient comments regarding the poor choice of food following surgery. As well as toast and biscuits, patients are now offered sandwiches and fruit.
• Piloted a text messaging reminder service within Dermatology and has now been rolled out to other clinics. We've received good feedback from patients who appreciate the reminder.

What can the PALS Unit do?

• Help answer your questions about your care whilst at the hospital
• Advise and support you and your family. Being unwell is an anxious time and you may want someone else to liaise on your behalf
• Guide you, your relatives and friends through the different services available at Lewisham Healthcare NHS Trust.
• Respond to any concerns you may have about your care
• Provide support on health and care issues
• Listen to your suggestions for improving our services

How to contact the PALS Unit

Ring the PALS Helpline on 020 8333 3355

Email PALS at pals.lewisham@nhs.net

Write to the PALS Unit Manager, Waterloo Block, Lewisham Healthcare NHS Trust, Lewisham High Street, London, SE13 6LH

We are more than happy to meet with patients, carers and relatives to discuss any concerns or queries in confidence.

How to make a complaint

If we cannot resolve your concern to your satisfaction, we will advise you how to take the matter forward using the formal complaints procedure.  Please click here to download a copy of our leaflet.

How to give us your feedback

For comments, compliments, concerns or complaints relating to the Trust, please click on the following link pals.lewisham@nhs.net provding the relevent details.