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Patient Advice & Liaison Service (PALS)

Although the staff who look after you do all they can to make sure you are treated properly and promptly, we recognise that occasionally, things can go wrong. If you, your family or visitor have a concern about your care or treatment, where possible you should talk to someone who is close to the cause of your concern, such as the doctor, nurse or receptionist. We always like to try to resolve concerns at the time they happen and often, the matter can be resolved straight away. Likewise, we want the opportunity to try to stop it from happening again.

If you don’t want to raise your concern with the staff involved, you can ask to speak to the Matron or contact them via the main hospital switchboard.

If you feel that the member of staff has not adequately resolved your concern, or if you would rather raise your concern with someone else, you can contact the PALS service, which is based away from the wards, in the Patient Experience Centre. We will work with you to achieve a satisfactory resolution, whether you are requesting information, providing feedback, raising a concern or making a complaint.

PALS are here to:

  • Provide information and help answer questions about hospital care
  • Advise and support patients their families and carers. We understand that being in hospital can be an anxious time and you might need someone else to act on your behalf
  • Listen to your concerns if you are unhappy with an aspect of your care and help to resolve problems or concerns quickly, before they become more serious. We are also the gateway to the complaints procedure and can give you information about making a complaint and how to contact independent help Click here to read our “Have Your Say leaflet”
  • Additional support for patients who need it such as people with a learning disability or autism.  (click here for, 'This is me - my care passport', and Easy Read leaflets)
  • Organise interpreters for deaf people and non-English speakers (click here for a short British Sign Language film explaining how to arrange support from an interpreter)
  • Listen to your views about our services and your ideas about how we could improve. We are a contact point for your feedback and suggestions about how services can be improved click here to find out more.

We are available Monday to Friday from 09.30 to 16.00. If no one is available to take you call, please leave a message and we will contact you as soon as we are able to. We are usually able to return your call on the same day, but if that is not possible, we aim to return all calls within 2 working days.

Contact us

Tel: 0300 019 8499
Mobile: 07758 272495
Email: patientexperienceteam@uhd.nhs.uk

Write to: Patient Experience,  Poole Hospital NHS Foundation Trust, Longfleet Road, Poole, Dorset, BH15 2JB

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Poole Hospital NHS Foundation Trust, Longfleet Road, Poole, Dorset BH15 2JB. Tel: 01202 665511

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