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Ignored by PALS

Story from nhs.uk

"Ignored by PALS"

About: Royal Devon & Exeter Hospital (Wonford)

I am posting my previous review again as we have still not had any form of response - despite making a formal complaint via PALS.

My mum passed away on the respiratory ward in April 2020. To add to the distress of losing her under Covid visiting restrictions her property, including a few personal items, were lost without trace. Despite countless attempts to contact PALS regarding this issue we have never received a response/explanation/apology from anyone. I understand the pressures of Covid, but this complete lack of communication has made coping with her loss even more unbearable.

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Responses

Response from Royal Devon & Exeter Hospital (Wonford) 2 years ago
Royal Devon & Exeter Hospital (Wonford)

Submitted on 14/10/2021 at 08:40
Published on nhs.uk at 14:52

Thank you for taking the time to provide your feedback. We are very sorry to hear of your experience as the PALS team endeavour to process all complaints in a timely manner, however, please be assured that we would welcome the opportunity to discuss this further with you. In order for us to fully investigate your concerns and address the issues you have raised, we would be grateful if you could contact out PALS department on rde-tr.PALS@nhs.net so that they can take some further details from you. We hope to hear from you soon so that these matters can be resolved. Once again, we are very sorry for your experience.

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