PALS—your feedback, appreciation, concerns and complaints

Our PALS team welcomes patient feedback and provides support for concerns. You can share your experience through the PALS feedback form and also via the NHS Friends and Family Test.

Our staff work hard to provide the best possible care and appreciate positive feedback—our Patient Advice and Liaison Service (PALS) team would like to hear from you if you think we have done something well. Likewise, if you have any suggestions on how we can improve our care, our PALS team are also keen to hear from you. All feedback is seen as an opportunity to review our services, so we can ensure we offer services that meet your needs. 

Appreciation and feedback

If you would like to tell us about your experience, give thanks, or comment on what we did well, you can complete the PALS feedback form or the Friends and Family Test (FFT) relating to your visit. The FFT asks: “Overall, how was your experience of our service?” and provides us with valuable feedback, which we use alongside other sources of information to improve patient care and celebrate success. The Trust asks this question in all service areas, including A&E, inpatient wards, maternity, outpatients, sexual health, and our community services. If you have received care through any of these pathways, please complete the relevant survey below:

There are several other ways you can get in touch with us and let us know how you feel.

 Chelsea and Westminster Hospital

West Middlesex University Hospital

Alternatively, you can share your experiences with others by commenting on our services on NHS.uk.

If you have been particularly impressed by the care and treatment you have received, whether from an individual or a team, and would like to make your thoughts known, you can also write :

Chief Executive
Chelsea and Westminster Hospital NHS Foundation Trust
369 Fulham Road
London
SW10 9NH

We will ensure your letter is forwarded to the person or team in question.

Getting help

Sometimes things do not always go as you would like.

You have several options to raise concerns, but first of all, we ask that you speak with the nurse in charge or the ward/department manager. Many problems can be resolved quickly by talking things over. Misunderstandings can easily happen and can sometimes be just as easily put right.

If you have tried this and are still not satisfied, ask to speak to the matron, lead nurse, or service manager for the area.

PALS (Patient Advice and Liaison Service) 

If you do not wish to discuss your concerns with the staff or their manager, or if you have tried this and are still unhappy, please complete the PALS feedback form or speak to the PALS team.

Our PALS team is here for you, providing confidential advice, information, and support for patients, relatives, and carers. PALS can assist with concerns and liaise with staff on your behalf, ensuring you receive an appropriate response. The PALS team can:

  • Actively listen and respond to concerns, suggestions or queries to help make your experience as smooth as possible
  • Help resolve any problems quickly on your behalf by liaising with hospital staff
  • Provide information on NHS services
  • Offer advice on the complaints process and how to seek independent advice if you wish to make a complaint
  • Support you during anxious times as a patient, relative, friend or visitor
  • Feed back your views to the chief executive and Trust Board
  • Help the organisation learn from your experiences and comments

The PALS team can also:

  • Arrange for you to meet members of staff responsible for your care
  • Accompany you to consultations and meetings to give you support
  • Liaise with other organisations on your behalf
  • Put you in touch with other support services

We also have this information available in easy-read format with photos:

If you decide to make a complaint

You have the right to make a complaint about any aspect of care provided by our Trust. Many people find it helpful to discuss concerns straight away with the ward or department, or with one of our PALS advisors. However, you do not need to have done this before making a formal complaint.

If you decide to make a complaint, this should normally be done within 12 months of the event you are concerned about.

Our experience has shown that putting your complaint in writing gives you the opportunity to clearly outline the questions you would like answered and the outcome you are seeking. This is very helpful in assisting us to resolve your complaint. 

You can contact one of our PALS and Complaints team via the phone numbers listed above, or write to:

Chelsea and Westminster Hospital

Complaints Department
Chelsea and Westminster Hospital
369 Fulham Road
London
SW10 9NH

E: 

West Middlesex University Hospital

Complaints Department
West Middlesex University Hospital
Twickenham Road
Isleworth
Middlesex
TW7 6AF

E: 

Things to remember when making a complaint

  • Normally, complaints should be made within 12 months of the concern first being raised
  • All complaints are treated in confidence and will not compromise any future care you receive
  • To investigate your complaint, staff involved may need to view your health records
  • Your complaint will only be shared with those directly involved in the investigation and resolution
  • If you are making a complaint on behalf of someone else, they will need to sign a consent form (provided by the Complaints team), giving permission for the investigation to proceed

Complaints advocacy

If you need support to make a complaint, you can speak to a complaints advocacy organisation, which helps people make complaints about NHS services.

What happens next?

We will always try to contact you to discuss your complaint. Your concerns will be acknowledged within two working days in a letter or email, and we will begin an investigation.

When will I receive a full reply? 

The chief executive will send you a written response within 25 working days, explaining the outcome of the investigation and any actions taken. If we cannot respond fully within 25 working days, we will contact you to explain why and will continue to keep you updated.

What if I’m not happy with the outcome?

We will do our best to address your complaint and ensure you are satisfied with the outcome of our investigation. However, if you still feel your concerns have not been addressed, you may wish to escalate the matter to the Health Service Ombudsman.

You can email the Ombudsman at phso.enquiries@ombudsman.org.uk or call 0345 015 4033.

More information on the NHS complaints process is also available on NHS.uk.

Documents

Annual patient experience report

Contributors
rhian Matt Robinson Shameema Ali George Vasilopoulos