How to get help, advice or escalate a complaint ASPH

How to get help, advice or escalate a complaint

If you have queries about your hospital appointments, treatment, care or test results from there, please contact the hospital directly. Patient Advice and Liaison Service (PALS)

PALS is a confidential support and information service for patients, relatives and carers to resolve questions and concerns.

Typical questions to PALS:

• Why has my appointment been changed or cancelled?

• I can’t contact the relevant department, can you help?

• I’m unsure what type of appointment I’ve been given?

• I’ve not heard about my next appointment

• I’ve not had my test results yet.

PALS email: asp-tr.patient.advice@nhs.net

PALS Phone : 01932 723553

(Phones are monitored Monday - Friday 09:00 - 16:00. You can leave a message during these times. A member of the team will call you)

Formal Complaints

If you feel your concern needs formal investigation, please contact the Complaints Team directly.

Examples of when to complain formally can include:

• Misdiagnosis

• Patient harm or

• Poor care.

Complaints are best made in writing with as much detail as possible. The team will contact you within 3 working days. Depending on the nature of your complaint, it could take up to 25 days to resolve.

Complaints Team email: asp-tr.complaints.office@nhs.net

Complaints Phone: 01932 722612