PALS FAQs

To help resolve your issues quickly, we kindly ask you to read our Frequently Asked Questions (FAQs) before contacting the Patient Advice and Liaison Service (PALS). The answers below may help to provide you with an immediate answer.

 

How long will I need to wait for my appointment or surgery?

We understand it can be a very difficult and uncertain time waiting to hear about your appointment.

Waiting times vary for different services. The NHS is working hard to make sure care is given to people most in clinical need first.

Please see our appointment and admission waits page for average waiting times based on a recent six week period. Please note the numbers shown are the average number of weeks and not a guarantee.

The My Planned Care website also provides average waiting times for treatment across the Southwest.

If you have been waiting a long time to be seen, or for treatment, please contact Devon Referral Support Service on 01626 883888 or email drss.helpdesk@nhs.net to discuss your options. Visit My Health Devon for more information.

Please do not contact the hospital or your GP to check where you are on the list as they are unlikely to be able to provide you with this information.

 

Can you fast track my appointment/position on the waiting list?

No, PALS and the Formal Complaints team cannot fast track your appointment or position on the waiting list. If you are waiting to be seen, please contact your GP or optician if your condition or symptoms have worsened, they can expedite a referral if required. If you are patient currently receiving care with us, please contact PALS. PALS and the Formal Complaints team cannot advise on clinical conditions.

 

I have a missed call from Derriford, who called me?

The Patient Experience team does not have access to phone call records outside of our team. We are therefore unable to answer this question. However, the person calling you will try and get back in contact. Our automation process will also try again.

 

Has my referral been received?

Usually, your referral is sent to your nearest hospital and Devon Referral Support Service (DRSS) who will write to you confirming where your referral has been sent.

You should then receive a confirmation letter from the hospital explaining you have been added to the appropriate waiting list and an appointment will be sent to you in due course.

If you have not received a letter from DRSS regarding your referral, please call them on 01626 883888 or email drss.helpdesk@nhs.net to confirm whether the referral has been received.

 

What is the difference between Patient Advice and Liaison Service (PALS) and Formal Complaints?

PALS and the Formal Complaints teams serve different purposes within healthcare.

PALS:

• Offer support, advice, and information to patients, their families, and carers.

• Helps patients, their families and carers navigate the healthcare system, understand their rights, and informally resolve concerns or problems they may encounter during their care.

• Can assist with inquiries about appointments, treatment options, hospital services, and provide guidance on how to raise concerns or a formal complaint if necessary. PALS do not manage a formal complaint.

• Aim to resolve issues informally and swiftly, often acting as a mediator between patients and healthcare providers.

• PALS cannot advise on clinical matters but can liaise with clinician teams on your behalf.

Formal Complaints:

• Making a complaint involves formally expressing dissatisfaction or raising concerns about the care or service provided by a healthcare organisation or individual.

• Complaints can be made about various aspects of care including the quality of treatment, communication with staff, cleanliness of facilities, or any other aspect of patient experience.

• The formal complaints process typically involves submitting a formal complaint to the healthcare provider or relevant authority, who will then investigate the issue and provide a response.

• Complaints should lead to changes in policies, procedures, or practices within the healthcare organisation to prevent similar issues from occurring in the future.

In summary, while PALS provides support and assistance with resolving issues informally, making a complaint involves formally expressing dissatisfaction or concerns about the care received. We understand that sharing feedback can be a worrying or upsetting time. Our Patient Experience team are here to help and support you and can discuss the best route for your enquiry.

 

How can I provide my feedback (good or bad)

We recognise that patient feedback is a gift and we provide multiple ways patients, carers and their loved ones can share their feedback:

• Saying thank you including our compliments address plh-tr.compliments@nhs.net

• Patient Advice & Liaison Service (PALS)

• Meet the Matrons

• Care Opinion

• NHS Choices website

• Friends and Family Questionnaire

• Formal Complaints

 

Will contacting PALS or the Formal Complaints teams have a negative impact on my care?

Speaking to PALS or raising a complaint will not have a negative impact on the care you receive. None of the information you share with us will be entered into patient records.

However, if you have any concerns about how you have been treated after raising a PALS enquiry or complaint, please let either the Complaints or PALS teams know.

 

Can I raise a concern or make a complaint anonymously?

Yes. However, if you would like to receive a response, we will be unable to do this without your contact details. It will also be difficult to investigate fully without specific details. Please be aware that all our enquiries and complaints are treated confidentially.

 

When should I contact PALS?

If you:

• Are looking for clarity about something related to your care or that of another person

• Would like to tell us about an experience you have had (good or bad)

• Need information

• Have got suggestions on how we could improve our services

• Would like to share a compliment

Please get in touch. None of the information you share with us will be entered in your patient record.

If you are raising a query with us on someone else's behalf, we will need consent from the individual as we are governed by the Data Protection Act.

For further information or assistance, please contact our PALS team plh-tr.PALS@nhs.net or call 01752 439884.

If you would like to make a formal complaint:

• Complete the online complaints form

• email plh-tr.complaints@nhs.net

• call 01752 439884.

 

How quickly will I get a response back from PALS?

We aim to resolve your issues as quickly as possible but cannot provide guaranteed timeframes.

 

How quickly will get a response back to my complaint?

We aim to acknowledge your complaint within three working days of receiving it. You should then be contacted by the investigating team to discuss your complaint and agree a timescale we would hope to respond to you by. You should be kept informed and involved throughout the process. For more information about our complaints process view our Make a complaint page.

Will it be quicker to be seen elsewhere?

You have the right to choose to be seen and treated at another appropriate hospital in England. If you decide to be seen at a different hospital, you will be required to travel and undergo the full course of treatment including any follow-up appointments at the same hospital.

If you would like to be seen at a different hospital, please contact Devon Referral Support Service on 01626 888688 who will be able discuss your available options.

 

Can I get help with hospital travel costs?

General transport enquiries

Visit our Getting here page

Healthcare Travel Cost Scheme

You may also qualify for help with transport costs, through the Healthcare Travel Costs Scheme, if you travel by the cheapest means of transport which is reasonable for you to use, and if you are in receipt of:

• Income support.

• Income based job seekers allowance.

• Working Tax Credit with Child Tax Credit.

• Working Tax credit with a disability or severe disability element.

• Child Tax Credit (if the award letter confirms income is below the relevant threshold).

• Pension Guaranteed Credit.

To claim reimbursement proof of the qualifying benefit and transport receipts will need to be presented to the Cashiers Office located on level 7, open Monday to Friday, 10am to 2pm or complete the Claim Reimbursement Form.

For more help with health costs please call Help with Health Costs on 0300 330 1343

 

What support is available for carers?

A carer is anyone, including children and adults who looks after a family member, partner or friend who needs help because of their illness, frailty, disability, a mental health problem or an addiction and cannot cope without their support. The care they give is unpaid.

Carers Support Scheme

The Hospitals Carers Support Scheme has been developed to distinguish and identify informal carers on the ward. Once a carer is identified and their role agreed, the ward manager is able to issue the Carers Support Scheme Card which identifies the agreed role and level of support to be provided while the cared for person is receiving treatment.

Meal Vouchers

Ward staff can provide meal vouchers for informal carers who are contributing to the delivery of care whilst in hospital. The voucher value is £5.00, and these can be redeemed in the main restaurant on level 7, or in Warrens Bakery on level 6 when the main restaurant is closed.

Parking Arrangements

Free car parking is available for informal carers who have agreed to contribute to the care of the patient (cared for person) whilst in hospital and should be offered by the ward manager or deputy as part of the agreement with the carer. The Carers Card must be shown to the Parking Desk on level 6 to obtain free car parking.

For more information, please visit our carers page

 

I would like to say thank you. How can I do this?

You can thank an individual or team(s) by:

• Completing an online contact us form

• Emailing our compliments inbox plh-tr.compliments@nhs.net

• Contacting our Patient Advice & Liaison Service by emailing plh-tr.PALS@nhs.net  or calling 01752 439884

• Sending a message to those who cared

• Write directly to our CEO using the Trust’s postal address or their inbox plh-tr.CorporateAdminSupport@nhs.net

 

Can I access my medical records or the records of a deceased family member?

Please contact our Disclosure Team who will be able to help you. You can call the team on 01752 431678 or email them at UHPDisclosureTeam@nhs.net

 

Can I ask for information about the care and treatment of my relative or friend?

We cannot share information about a patient without their consent to do so.

 

Who do I contact about lost property?

In the first instance, please contact the areas or wards involved. They will try their best to locate any lost property for you. If the property cannot be found, please submit a Claim form detailing the loss. Please contact our PALS team at plh-tr.PALS@nhs.net or call them on 01752 439884. 

Please be aware that these investigations can take some time to complete and not all lost property will be reimbursed. Receipts are usually requested, so please bear this in mind.

If you were well enough to look after your own property and there is no fault involved on the part of the hospital staff, then your Claim is unlikely to be approved.  Please see our property policy which provides more detailed information.

 

I haven’t received my test or blood results; can you send them to me?

No, the Patient Experience team cannot send test or blood results as we are not a clinical team.

 

My enquiry is about my GP practice. Can PALS help me?

No, if you live in Devon please contact NHS Devon on 0300 123 1672 (Monday to Friday, 9am to 4:30pm) or email d-icb.patientexperience@nhs.net

If you live in Cornwall please contact NHS Cornwall on 01726 627975 (Monday to Friday, 9am to 4:30pm) or email ciosicb.complaints@nhs.net

 

My enquiry is about the Ambulance Service. Can PALS help me?

No, please visit the South Western Ambulance Service site or contact them via their Contact South Western Ambulance Service page

 

My enquiry is about mental health. Can PALS help me?

University Hospitals Plymouth does not deliver mental health care. Please speak to Livewell Southwest about your mental health care by calling 01752 435502 or emailing customerservicespch@nhs.net.