PALS (Patient Advice and Liaison Service)

If you or someone on your behalf has questions or is unhappy with the care you receive, we actively promote that in the first instance you talk directly to the staff involved in your treatment and care. Very often problems can be resolved straight away.

If you do not feel able to raise your concerns directly with the staff within the ward or department where you are receiving treatment, or you do not know who to speak to, you can contact the PALS Service.

Whilst we have a PALS service that covers all three main hospital sites, please be aware that we are unable to offer face to face or walk-in services at any of our sites. In order to speak with the PALS Team, please contact us via telephone or email (please see below contact details).

The PALS Service is a non-clinical point of contact within the hospital for anyone requiring advice or assistance in relation to services provided by our Trust. It is there to provide information in response to queries and ensure concerns and problems are resolved as quickly as possible by the relevant department or service within the hospital.

If possible, PALS will provide advice or information, or signpost you to help resolve the issues. If your concerns cannot be addressed directly by the PALS staff, they will coordinate sending your concerns to the most appropriate department/manager. It is the responsibility of the department/manager to respond directly to you and ensure your questions or concerns are fully addressed.

Please note:

• PALS cannot give medical advice or information, and cannot influence or bring forward treatment.
• Concerns can be raised on behalf of a patient but we must have the permission of the patient before we can discuss any personal circumstances with anyone else.

Very often, questions, problems and concerns can be addressed straight away and we want you to feel confident about raising any

issues or concerns to enable us to put things right and ensure you have confidence in the care that you are receiving.

We want to make sure that everyone has the opportunity to provide feedback, raise concerns or make a complaint if they are not happy with the care or treatment they or their relative or friend has received at the hospital.

If you have a learning disability or autism and need support to raise concerns about hospital services, we want to reassure you that our PALS and complaints team will be happy to offer support to you.

You may also find the Speakup Self Advocacy Ask Listen Do support resources helpful in providing advice about how to raise concerns or make a complaint.

Please visit  https://www.speakup.org.uk/asklistendo, which takes you to easy read leaflets and forms to help people with learning disabilities and autism to raise concerns.

Please contact the relevant site where you or the patient you're enquiring about is receiving care from

Call 0300 443 0330 and select the following options:

• Broomfield Hospital — option 1
• Southend Hospital — option 2
• Basildon Hospital — option 3

Telephone lines are open between 11am and 2pm, Monday to Friday (excluding Bank Holidays).

Email or post

Basildon

Email — mse.pals.btuh@nhs.net. 

Address — PALS Office, Basildon University Hospital, Nethermayne, Basildon, Essex, SS16 5NL.

Broomfield

Email — mse.public.response@nhs.net. 

Address — PALS Office, Broomfield Hospital, Chelmsford, Essex, CM1 7ET.

Southend

Email — mse.pals.suhft@nhs.net. 

Address — PALS Office, Southend University Hospital, Prittlewell Chase, Westcliff on Sea, Essex, SS0 0RY.