"My mother was admitted for treatment ..."
About: Southampton General Hospital Southampton General Hospital Southampton SO16 6YD
Posted via nhs.uk
My mother was admitted for treatment this morning - I have yet to speak with her. My father was treated in April and while he seemed satisfied I was not terribly impressed by the caring, knowledge of patient requirements, cleanliness and decor.
However...on reading the reviews on your website (unfortunately the negatives stand out more than the positives, but I don't think that 47 out of 73 reviews recommending is terribly good), I am struck by how the standard response to a complaint is to ask the complainant to contact PALS.
How about showing a bit more caring and help, by forwarding the complaint to PALS yourself, telling the complainant that you have done so while also apologising for their concerns/stress, and also then give them the PALS contact details so that they can follow up themselves. Also, on forwarding the complaint to PALS, perhaps tell the complainant that they will be contacted by PALS within a certain time frame.
That way, the complainant feels that they are being listened to, and doesn't just have the door shut in their face: Sorry, not my problem, try next door, and have to start from scratch again, now feeling rather miffed.
Hopefully, after my mother's visit I will be able to "recommend" rather than "not recommend" but your stats do not fill me with great hope.