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. 

You may:

• Talk to a member of staff in the ward or department
  They will attempt to resolve things as quickly as possible. 
• Contact the Patient Advice & Liaison Service (PALS)
  PALS offer support, information and assistance to patients, relatives and visitors. 

PALS will: 

• Provide information about hospital services
• Offer advice on where to go to get health information
• Help with problems that you haven’t been able to sort out with staff on a ward in a department
• If you want to make a complaint - advise you how to do so
• Tell you about independent organisations that can help you with a complaint
• Listen to your views on how we can improve our services, and pass this on to the appropriate people for action.

How to contact PALS

Open Monday to Friday 9.00 am to 5.00 pm 
Telephone: 01752 439884 (internally 39884) / 01752 432564 (internally 32564)
E-mail: plh-tr.PALS@nhs.net

Post: 
Patient Advice & Liaison Service
Patient Services Office
Level 7
Derriford Hospital
Plymouth 
PL6 8DH 

Make a complaint 

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
Plymouth
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 - SeAP

SEAP (Support, Empower, Advocate, Promote) 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 3435719 
Email: Plymouth@seap.org.uk  
Text: 80800 keyword SEAP

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

• Ward or Department Manager
• Patient Advice & Liaison Service (PALS) plh-tr.PALS@nhs.net 
• Patient Experience Manager plh-tr.patientservices@nhs.net

Your opinions will help us to plan and make changes.

Our Complaints Annual Report 2013 - 2014 is available in the publications section.