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PALS - Here To Help | East London NHS Foundation Trust
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us</a> </li> </ul> </nav> </div> </header> <section id="page" class=" clearfix"> <div class="region region-help"> <div class="js-feature-block header-js-feature block block-bigbluedoor-js-feature" id="block-javascriptfeature"> <div class="block-content"> <div id="js-popup-wrapper"><div class="js-popup"><div class="js-popup-content"><p>Please note: This website is best viewed in a modern browser like Chrome, Edge or Firefox. We no longer support Internet Explorer 11.</p> </div> </div> </div> </div> </div> <div id="block-bbd-classy-breadcrumbs" class="block block-system block-system-breadcrumb-block"> <div class="block-content"> <nav class="breadcrumb" role="navigation" aria-labelledby="system-breadcrumb"> <h2 id="system-breadcrumb" class="visually-hidden">Breadcrumb</h2> <ol> <li> <a href="/">Home</a> </li> <li> <a href="/contact-us">Contact us</a> </li> <li> PALS - Here To Help </li> </ol> </nav> </div> </div> <div data-drupal-messages-fallback class="hidden"></div> </div> <div id="main-content" class="content-wrap"> <div id="content-main-wrapper" class="outer-wrapper clearfix"> <div class="region region-content"> <div id="block-bbd-classy-mainpagecontentwithsidebar" class="main-content-sidebar-blockblock-systemblock-system-main-block block block-bigbluedoor-blocks block-bigbluedoor-blocks-main-content-sidebar"> <div class="block-content"> <article data-history-node-id="5036" about="/contact-us/pals-here-help" typeof="schema:WebPage" class="node node--type-page node--view-mode-full"> <span property="schema:name" content="PALS - Here To Help " class="rdf-meta hidden"></span> <div class="node__content"> <div class="node-title-field-wrapper extra-field-wrapper field field--name-extra-field-bigbluedoor-extra-field-content-node-title field--type-extra-field field--label-hidden field__item"><h1 class="node-title-field node-hide-title">PALS - Here To Help </h1> </div> <div class="field field--name-field-content-sections field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="full-width-paragraph-shape paragraph paragraph--type--paragraph-body-text-panel clearfix paragraph--view-mode--default"> <div class="paragraph-inner-holder inner-wrapper"> <div class="clearfix text-formatted field field--name-field-body field--type-text-with-summary field--label-hidden field__item"><h3>The Patient Advice and Liaison Service (PALS) – Here to help</h3> <p>The Trust aims to put patients at the heart of everything we do and provide the highest standards of care. We want to hear what you think to help us improve the services we provide. We are keen to hear when things have not gone well so we can learn from your experience. It is also good to hear when things have gone well so that we can build on good practice.</p> <p>PALS is a confidential service that supports patients, relatives, carers or members of the public to get advice and information about our services and in navigating the NHS. <a data-entity-substitution="media" data-entity-type="media" data-entity-uuid="25208856-8f98-497a-95f2-4769ce5c6bdc" href="/sites/default/files/2023-03/PALS-Leaflet-A5-ELFT%20updated.pdf" title="PALS 2023 ">Download our PALS leaflet </a>for more information.</p> <p>PALS can help when you have concerns about the treatment and care we provide, when you need advice or don't know where to turn.</p> <p>PALS provides confidential advice:</p> <ul> <li>To help you sort out any problems or issues you may have with a Trust service</li> <li>To enable you to make decisions about your care and treatment</li> </ul> <p>PALS staff have a lot of knowledge and experience in sorting out problems that patients encounter with our services. They work closely with Trust staff to make sure you get the information you need. They aim to resolve concerns quickly, by liaising and working with staff.</p> <h3>How to contact PALS</h3> <p>The PALS team can be contacted as follows FREEPHONE 0800 783 4839 or Email: <a href="mailto:elft.pals@nhs.net">elft.pals@nhs.net</a> </p> <h3>Positive feedback</h3> <p>It is nice to acknowledge when your care and management has gone well. Staff value hearing that their efforts have benefited service users or when their approach has made a difference. So you can contact the PALS department to ask them to give your feedback. We will always pass on your comments.</p> <h3>Complaints & Complaints Policy </h3> <p>With your agreement, PALS will always try to resolve any issues you have to your satisfaction by liaising directly with appropriate staff to try to resolve your concerns. However, if you remain dissatisfied PALS can also provide advice and support you to make a formal complaint. PALS staff can give you information about the Trust's complaints procedure and provide support.</p> <p>You can get more information about the Trust's <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="482f82e7-5cbf-4ce9-9dbb-caac36f6d996" href="/contact-us/compliment-pals-and-complaints" title="Compliment, PALS and Complaints">complaints procedure here</a>.</p> <p>You can download a copy of the <a data-entity-substitution="media" data-entity-type="media" data-entity-uuid="1a33b5e2-6f68-46f2-9385-ca3856586fe1" href="/sites/default/files/2022-01/pals_complaints_policy_9.0.pdf" rel="noopener" target="_blank" title="PALS Complaints Policy 9.0">Trust's PALS Complaints Policy here</a>.</p> <p><a data-entity-substitution="media" data-entity-type="media" data-entity-uuid="c6aa36a5-a0e5-4356-bf13-31b8ca4e9717" href="/sites/default/files/2022-04/Consent%20form.docx" title="PALS Consent Form">You can download a copy of a Consent Form here.</a></p> <p>You can write to both services using the below address. No stamp needed: </p> <p> FREEPOST RTXT-HJLG-XEBE</p> <p>The Complaints Manager<br> Complaints Department<br> Governance and Risk Management<br> East London NHS Foundation Trust<br> 1st Floor, health E1<br> 9 - 11 Brick Lane<br> London E1 6PU</p> <p><strong>What if I am not satisfied with the initial response to my concerns? </strong><br> We will always try to find ways to resolve your concerns. However, if you are unhappy with how your complaint has been handled please let us know. We are happy to discuss outstanding issues and review your original complaint again to see if it requires further investigation. </p> <p>If we have tried all reasonable means of resolving your concerns and you are still dissatisfied, you can request an independent review by the Parliamentary and Health Service Ombudsman (PHSO).</p> <p>You can view information on the <a href="https://www.ombudsman.org.uk/">PHSO website</a>. For the process on how to get <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="9db62739-e457-4d39-b6ca-5fe96cecff0e" href="/contact-us/complaints-advocacy" title="Complaints Advocacy ">independent advice and support </a>outside of the Trust's PALS service.</p> </div> </div> </div> </div> </div> <div class="field field--name-field-related-content field--type-entity-reference field--label-above"> <div class="field__label">Related content</div> <div class="field__items"> <div class="field__item"> <article data-history-node-id="5030" about="/contact-us/complaints-advocacy" typeof="schema:WebPage" class="node node--type-page node--view-mode-teaser"> <span property="schema:name" content="Complaints Advocacy " class="rdf-meta hidden"></span> <div class="node__content"> <div class="title-field-wrapper extra-field-wrapper field field--name-extra-field-bigbluedoor-extra-field-content-title-link field--type-extra-field field--label-hidden field__item"><h3 class="title-field"><a href="/contact-us/complaints-advocacy" hreflang="en">Complaints Advocacy </a></h3> </div> <div class="field field--name-field-description field--type-string-long field--label-hidden field__item">Staff working in the Patient Advice and Liaison Service (PALS) will be happy to provide advice and support in relation to making a complaint. 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