"No response from PALS"

About: Frimley Park Hospital (Frimley)

(as the patient),

Called PALS at hospital the minute I waked through the door having just come from the hospital, where there were two members of staff manning the office this morning. Unanswered call that eventually went to voice mail. Left a message asking someone to call regarding a complaint I had regarding my hospital experience this morning. As of 8 pm this evening, still no response.

I think this is a shocking level of customer service on par with the incident I was calling to report on this morning.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››


Response from Claire Marshall, Head of Patient Involvement, Frimley Health NHS Foundation Trust We have made a change

picture of Claire Marshall

Dear Parndy

Thank you for taking the time to leave your feedback on our PALs service. I am sorry that we were unable to take your call, and did not ring you back on the same day.

Unfortunately PALs has been very busy and if the team are dealing with patients in the office or assisting patients on the wards then it is not possible to answer the telephone.

Although this is not your concern we are also short of staff and have shortlisted for interviews on 31st August, where we will be appointing two more PALs coordinators to help with the workload.

As a result of your call we have changed the answerphone message to make it clear that we will return all calls within the following working day.

Once again, I'm sorry for your experience, and I believe the team have tried to make contact with you today.

Kind Regards

Claire Marshall

Head of Patient Experience

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Parndy (the patient)

Whilst I accept the reasons given above, the opportunity to report the complaint has now passed and when I was eventually called today, it was not convenient for me to speak. My complaint still remains unreported as this separate incident arose because I could not speak to someone at the time.

Response from Claire Marshall, Head of Patient Involvement, Frimley Health NHS Foundation Trust

picture of Claire Marshall

Thanks for getting in touch again - please do report your original complaint. It is important to us.

If you don't wish to call in you can do this by emailing me directly on Claire.marshall@fhft.nhs.uk, or emailing the complaints team on complaintsfrimleypark@fhft.nhs.uk

Or I can ask the PALs team to ring you again at a time that is convenient for you

Kind Regards


  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful