"Patient Relations P.A.L.S"

About: The James Cook University Hospital

I was treated quite badly at this hospital and was told to speak to P.A.L.S. I was told this would not affect my treatment , it did , this happened over a year ago and it is still mentioned by some doctors and specialists when I have to return to this hospital , complain to P.A.L.S as much as you want , you will never get the answers you need as everyone closes ranks and wont speak , all they will kepp telling you is that they are sorry not good enough !

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Response from The James Cook University Hospital

Thank you for your comments regarding your experience following contact with the Patient Advice & Liaison Service (PALS). I would like to apologise that members of staff have referred to your complaint during clinical consultation. Staff are encouraged not to discuss complaints or PALS investigations during clinical consultations or treatment unless raised by the patient. Staff may be aware that a patient has raised a complaint or PALS enquiry, however, the Trust policy clearly states that 'the patient’s care and treatment will not be adversely affected or compromised by making a complaint. To support this, documentation collected as part of the process of investigating a complaint is confidential and must not be filed in the patient's healthcare records'. As a result of your feedback, I have escalated your concerns to the Chief Executive who will remind all staff via the Core Brief of their responsibility in ensuring the above policy statement is adhered to at all times. (Ref Complaints Policy G01). Thank you for taking the time to alert the Trust to this issue. If you would like to discuss your concerns further, please do not hesitate to contact the Patient Relations Department on 01642 854500 or email patient.relations@stees.nhs.uk Kind regards Mrs Linda Oliver Patient Experience Co-ordinator

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