The Doncaster & Bassetlaw Hospitals NHS Trust is one of the five PALS pathfinder sites within the Trent region.
The PALS service has built upon the valuable work of the Patients' Representative who has been in post since 1994. The Patients' Representative is now the PALS Manager, and a new post of PALS Officer has been created.
Key Developments
The PALS service has been widely publicised in the local press and by posters displayed throughout the Trust. The PALS office is a focal point in the main reception area at Doncaster Royal Infirmary and is always staffed during the advertised hours of 8.30-4.30. An answer machine is available for messages and recently an 0800 number has been installed to ensure anyone can access the service.
Accommodation in the Mexborough and Bassetlaw hospitals is presently being identified and the service should be in operation at both sites in the very near future. There will also be an increase in the numbers of personnel working for the PALS.
The valuable contribution made by volunteers within the Trust has been extended with the development of a "meeter and greeter" service. This consists of a help desk in the main foyer of the hospital supported by volunteers wearing a distinctive uniform. These volunteers assist patients; relatives and members of the public to reach their destination, ensuring a good start to their journey.
PALS assist those who wish to make a complaint. The complaints handling process within the Trust is decentralised. All Directorates take ownership of complaints relating to their area. PALS supports patients, public and staff to reach a satisfactory conclusion on issues of dissatisfaction, which can be resolved outside the formal complaint process. PALS will inform individuals of the complaint process and advise appropriately on external advocacy. PALS staff link with the Clinical Nurse Advisors, who are responsible for addressing formal complaints within their directorates.
Contact:
Eve Allen
PALS Manager
Tel: 01302 366666
email: eve.allen@bdh.nhs.uk
