"patient liaison service"

About: Barnet Hospital

I have had huge difficulty in contacting the Patient Liaison Advisory Service re my elderly mother's need for transport to appointments - despite 5 or 6 messages left over a 3 week period I have had no reply. Does this service actually exist in relation to Barnet Hospital? Furthermore, I have been unable to enter the relevant department (ophthalmology) since it isn't on your drop down list!

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Response from Barnet Hospital

May I start by offering my sincere and unreserved apologies for the time taken to reply to you. We fully accept that the PALS Service has, during recent months occasionally fallen short of our usual high standards, for which we sincerely apologise. You may be reassured to learn that as a result of a number of measures, the backlog of enquiries received by the PALS Service prior to June 2014, including those enquirers using the voicemail and email facility, have now been cleared. Clearly the experience for some users of the PALS Service has been variable at times for which I apologise. I do hope that my explanation, together with my sincere apologies and the actions taken, will also reassure you of our commitment to ensuring that the PALS Service is responsive and meets the demands of patients and their carers at all times in the future. I notice that your response is anonymous and, therefore, should you wish us investigate your experience further then please do contact our Patient, Advice and Liaison Team (PALS) by email at bcfpals@nhs.net or by telephone on 0208 216 4924. I also note your comment that Ophthalmology is not on the drop down list and I have passed this on to the website content management team. Kind regards The PALS Team

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