PALS

Sitting on a bench, a father hugging his son, whilst he twin sits next to his mother

Patient Advice and Liaison Service (PALs)

NHFT would like to hear what you think.

Listening to our service users, carers, friends or relatives helps us to improve the services we provide. We are here to listen when things have not gone well, so we can learn from your experience.

It is also helpful we receive feedback when things have gone well, so we can build on good practice.

We understand raising a concern can be difficult, especially when you don't know who to turn to. If you are unhappy about the treatment you or somebody you care for is receiving, it may help talking to somebody directly involved. This might be a nurse, social worker, care coordinator, ward manager or doctor – they will make every effort to resolve your concerns.

Care will not be adversely affected by any comments or complaints you make. In fact, it is more likely to help things improve for everyone.

If you are unable to discuss your concerns with a member of staff, or want to discuss them with someone in confidence away from the service, you can contact Patient Advice and Liaison Service (PALS).

PALS is a free and confidential service for people who would like information about, or to comment on, any aspect of the services provided by Northamptonshire NHS Healthcare Foundation Trust (NHFT).

The service has been set up to give patients, their families and carers a voice for the way their health service is run.

 Why are PALS here?

  • To listen to your views on the services we provide
  • To take action to deal with your concerns or your queries. If we are unable to help we will try to find someone who can.To provide you with advice and information on NHFT’s services, policies and procedures
  • To help you get in touch with independent advocacy and support
  • To help you become involved in the way we plan and delivery our services
  • If you want to make a formal complaint, PALS will give you information about the Trust’s complaints procedure and support you in making your complaint. Click here for more information on the complaints procedure.

 

Confidential equality monitoring form

The Department of Health requires NHS organisations to collect equality monitoring information. The Trust recognises that equality monitoring is an important way of assessing our services. Monitoring is an essential part of tackling inequality and discrimination, and will help us check whether we are meeting the needs of those that come into contact with our services. To help us, we would be grateful if you will consider completing the form below.

Click here to complete the form

 

Keeping in touch with your loved one

As a Trust we know it is a very difficult and distressing time for those who have loved ones in our services but are unable to visit them.

NHFT has launched an email service for families and friends which can be used to send letters and photos to people who are inpatients on one of our wards.

Whilst you are unable to visit your loved ones we know that connections are so important.

To do this please email the team at keepingintouch@nhft.nhs.uk and attach your letter and your photos. Please also provide your loved one’s date of birth, full name and the name of the ward they are on if you know it. If you prefer you can complete the online version of this form.

Click here to complete the keeping in touch with your loved ones form.

Once we have gotten this, we will print out your letter and your photos and deliver them to your loved one.

If you have any questions about this service or you would rather call to give your message please call our Patient Experience Team on 03000 111 5050 between 10:30am and 12:30am, Monday to Friday.

This service is only available for inpatients wards within NHFT’s services and messages cannot be returned from service users back to you.

Please note this service is for sharing messages ONLY on behalf of friends and families to loved ones in our care.  It has not replaced our Patient Advice and Liason Service or Complaints line – please continue to use these in the usual way.