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A stay in hospital can be a daunting time for anyone whether it is for a short or long time. But having someone with you can help you recover and make you feel more at ease.

Keeping in contact with friends and family is important to patients. It is recognised that a balance is needed between maintaining that contact and allowing for rest and recuperation. In response to feedback from patients, families and carers wards and departments have local guidelines about visiting times so please do check before visiting.

At Portsmouth Hospitals NHS Trust, we are proud to provide expert, compassionate care.

We are here for our local population of about 675,000 residents across Portsmouth and south east Hampshire and care for many people beyond, including providing some tertiary services to a catchment area of more than 2m people.

During your stay in hospital you will meet a number of different members of staff.  All members of staff wear name badges, but if you are not sure who someone is or what they do, please feel free to ask them to introduce themselves and explain what they do. 

If you have any questions about your treatment, please ask a doctor or a nurse.

There are lots of opportunities for you to get involved with the Trust, from volunteering to attending our public meetings, our Annual General Meeting or our hospital open day which is held every year.

Delivering Our Vision

Last updated: 09 December 2019

Performance

Each month we report to our Board on how we are performing against national targets including quality and safety, operational performance, workforce and organisational development and finance. This also shows how we are delivering against our annual Operating Plan. More information is available in our Integrated Performance Report.

Quality Account

Our annual Quality Account provides information about the quality of care and services we provide and our key achievements. It highlights our priorities and specific areas of focus for the coming year. The Quality Account and associated priorities focus on patient safety, patient experience and clinical effectiveness.

We are working to continuously improve to ensure our patients, their families and carers receive the best possible care. We aim to improve our services based on what our patients say matters most to them.

A full range of quality measures and how we are working towards achieving these is reported to the Trust Board and Quality and Performance Committee monthly.

View our Quality Account for 2018/19.

Patient experience

Ensuring our patients have the best possible experience when they come into our hospital is our absolute priority. We are committed to listening to patients, families and carers to understand what matters most and responding by using their feedback to improve our services.

It is important that we know when things have gone well so that we can feed back to our teams and share good practice across the organisation. It is also important that we know when things have not gone well so that we can identify and act on areas for improvement.

To help you during your visit or stay the Patient Experience team will:

Your feedback is important to us and is used in many ways to help us share best practice, learn and act on areas for improvement. We share your feedback at our Board meetings which are held in public and regular team meetings held across the Trust.

Patient, Family and Carer Collaborative

Our Patient, Family and Carer Collaborative aims to improve the involvement of patients, their families and carers and members of our local communities in the design and delivery of our services.

The majority of the collaborative are volunteers. We are extremely grateful to have more than 20 members including patients, families, carers and veterans. We also have representation from Healthwatch Portsmouth, local community groups and Portsmouth City Council.

The collaborative leads on delivery of our Patient Engagement Strategy . Members are trained to support quality monitoring, teaching and education. They act as advisors and specialists, sharing their experiences of care to help improve the services we provide to our patients.

Our valued members were presented with a special recognition award by our Chairman Melloney Poole at our AGM in recognition of their efforts.

The collaborative meets every six weeks. To find out more email patientexperience.team@porthosp.nhs.uk

Patient Advice and Liaison Service (PALS)

Our Patient Advice and Liaison Service (PALS) is a support service within the hospital that will listen to any concerns or questions you may have. The team liaises with the service, department or ward involved on behalf of a patient or relative to help resolve any questions or problems that have arisen.

PALS can also offer on-the-spot advice about how to deal with concerns in the hospital and provide information about other organisations or groups that may be helpful.

The team will assist you to resolve situations as quickly as possible. Unfortunately sometimes PALS may not be able to resolve your problem. If the problem is of a more serious nature and requires investigation, then they may suggest that a formal complaint is the most appropriate way of handling a particular concern and will advise you on how to go about this.

If you have comments or feedback for Patient Advice and Liaison Service Team (PALS), please do not hesitate to contact the team:

Telephone:

023 9228 6309 or 0800 917 6039

Email: PHT.PALS@porthosp.nhs.uk 

Visit in person:

A drop-in service is available Monday to Thursday 10.00am to 3.00pm. Located in main reception at Queen Alexandra hospital 

In writing:

PALS Portsmouth Hospitals NHS Trust Queen Alexandra Hospital Southwick Hill Road Cosham PO6 3LY

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Queen Alexandra Hospital,
Cosham,
Portsmouth,
PO6 3L

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