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Patient Advice & Liaison Service (PALS) and Complaints

Patient Advice & Liaison Service (PALS) and Complaints

We are dedicated to listening to the views and concerns of our patients, relatives and carers. If you have any comments you wish to make about the hospital’s services, please let us know.

The feedback you give us is invaluable. Your comments help the hospital develop the right services for the people of Great Yarmouth and Waveney.

We work hard to give the highest standards of care but sometimes things can go wrong. If this happens, we do all we can to put things right for you as quickly as possible and do our best to make sure the same thing doesn't happen again.

 

Compliments

We would like to hear about your positive experiences within the Trust to build on the good work that already takes place and share your compliments with the staff involved.

You can submit your compliments to compliments@jpaget.nhs.uk or via the 'contact us' link below. Alternatively, you can write directly to the Chief Executive at:

Christine Allen, Chief Executive, James Paget University Hospitals NHS Foundation Trust, Lowestoft Road, Gorleston, Great Yarmouth, Norfolk. NR31 6LA.

 

Concerns and Complaints

If you have any concerns about your treatment, or any aspect of our service, the ward or department manager, matron or doctor will be happy to help. They will always try to address your concerns straight away.

If they are unable to resolve any issues, you may wish to contact the PALS Team who will work with you to find a solution to any ongoing problems you are experiencing.

If you have not been able to resolve your issue on the ward or with our PALS team you may wish to contact our Complaints Department. If you are making a formal complaint this should be in writing (letter or email) and outline any concerns you want us to address with as much detail as possible. Please include a contact number or email address so that the Complaints Team can contact you to discuss your complaint.

To make a complaint on behalf of a relative or friend, please ensure you have the written consent of the person involved.

 

Contacting PALS and Complaints Staff

The PALS and Complaints Team are available from 9:00 - 17:00, Monday to Friday (excluding public holidays.)

PALS - Please phone us on 01493 453240. if the line is busy you may get an answering machine, please leave a message and we will return your call as soon as we can. 

Complaints - Please telephone 01493 453240 or email complaints@jpaget.nhs.uk  

Write to us - PALS & Complaints Team, James Paget University Hospitals Foundation Trust, Lowestoft Road, Gorleston, Great Yarmouth, Norfolk. NR31 6LA.

Submit a comment or query online - Visit the Contact us page to submit a message directly to the PALS staff.

 

If you require support to make a complaint

The NHS Complaints Advocacy Service is a free and an independent service that can help you make a complaint about the National Health Service (NHS).

Local Offices :

Norfolk area

POhwer

PO Box 14043

Birmingham

B6 9BL

Tel: 0300 456 2370

Email: pohwer@pohwer.net        

Suffolk area

VoiceAbility

Mount Pleasant House

Huntingdon Road

Cambridge

CB3 0RN.

Tel: 0300 330 5454

Email: nhscomplaints@voiceability.org

 

 

Further reading

Name

Type

Complaints Procedure leaflet pdf Download
PALS information leaflet pdf Download
270516 Complaints Annual Report pdf Download