Raising comments, suggestions and concerns

We are committed to providing a high quality service for all our patients, and will do everything possible to make sure that your visit or stay in hospital is satisfactory. We are constantly developing the services we provide to patients and visitors, and welcome your views on how we can improve. 

Raising concerns

Staff do their very best to make sure you receive care and treatment of the highest standard. However, if you are dissatisfied or have any queries please let us know so that we can help you resolve things. 

In the first instance, you may want to talk to a member of staff on the ward or in the department, who will attempt to resolve things as quickly as possible. Alternatively, you can contact the Patient Advice & Liaison Service (PALS), who will offer support, information and assistance to patients, relatives and visitors.

PALS can:

  • Provide information about hospital services.
  • Offer advice on how to obtain health information and guidance.
  • Assist with concerns that you haven’t been able to sort out with staff on a ward or in a department.
  • Listen to your views on how we can improve our services, and pass this on to the appropriate person for action.
  • Provide advice on how to make a formal complaint.
  • Provide advice on independent organisations that can help you with a complaint.

How to contact PALS

We are open Monday to Friday, 9.30am to 12.30pm and 1pm to 4.30pm in the PALS Hub on the main concourse of Level 6. 
Telephone: 01752 439884 between 9.30am to 12.30pm and 1pm to 4pm 
E-mail: plh-tr.PALS@nhs.net

Patient Advice & Liaison Service
Patient Services Office, Level 7
Derriford Hospital
PL6 8DH 

Make a complaint 

The Complaints team can register your concerns formally and share them with the service line area responsible for your care, who will then carry out an investigation.  You may be contacted by the investigating manager to discuss your concerns and to agree the best way in which to answer them. For more information download our complaints leaflet.pdf [pdf] 301KB.

If you wish to make a formal complaint please do so as soon as possible after the event. Please write to:

Complaints Department 
Patient Services, Level 7
Derriford Hospital
PL6 8DH 

Or you can email your complaint to: plh-tr.Complaints-PatientServices@nhs.net 

The NHS and Social Care Complaints Procedure has two stages:

  • Local Resolution (Stage 1)
  • Appeal to the Health Services Ombudsman (Stage 2)

Local resolution

We will acknowledge formal complaints within three working days and a full investigation will be carried out. We have an obligation, under the NHS and Social Care Complaints Procedure to resolve complaints as quickly as possible. Our aim is to respond within twenty five working days but this will depend on the complexity of the complaint and may take longer. We will keep you informed if for any reason we need more time to complete our investigation. 

Health Service Ombudsman

If you remain dissatisfied with the outcome of local resolution you have the right to proceed to the second and final stage of the NHS and Social Care Complaints Procedure by requesting a review of your complaint by the Parliamentary and Health Service Ombudsman. Details are available at www.ombudsman.org.uk

Support - The Advocacy People

The Advocacy People is a free, independent advocacy service that can help you make a complaint about any aspect of your NHS care or treatment.  
Their contact details are:  
Tel: 0300 440 9000 
Email:  info@theadvocacypeople.org.uk   
Text: 80800 keyword PEOPLE

Comments and suggestions
Tell us about your experiences of the Trust, both positive and negative. You can talk or write to:

Your opinions will help us to plan and make changes.

Our Complaints Annual Report is available in the publications section.

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