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Temporary visiting restrictions due to COVID-19

We recently made the difficult decision to suspend visiting to our hospital until further notice except in the below exceptional circumstances, to help reduce the spread of COVID-19.

Read more information about restrictions…


Messages for loved ones and keeping in touch

We recognise the impact that a long stay in hospital can have on families and the importance of maintaining strong communication.  Our ward staff are keeping in touch with patients’ next of kin directly and our Patient Advice and Liaison Service (PALS) can help pass on personal messages from family and friends.

Read more information about messages for loved ones…

Temporary visiting restrictions due to COVID-19

We recently made the difficult decision to suspend visiting to our hospital until further notice except in the below exceptional circumstances, to help reduce the spread of COVID-19.

Read more information about restrictions…


Messages for loved ones and keeping in touch

We recognise the impact that a long stay in hospital can have on families and the importance of maintaining strong communication.  Our ward staff are keeping in touch with patients’ next of kin directly and our Patient Advice and Liaison Service (PALS) can help pass on personal messages from family and friends.

Read more information about messages for loved ones…

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.

Complaints and Patient Advice and Liaison Service (PALS)

Last updated: 07 October 2019

A level map

MESSAGES TO LOVED ONES

If you would like to send a personal message or greeting to a relative or friend while they are in hospital, please e-mail your message to us any time: PHT.PALS2@porthosp.nhs.uk giving your loved one's name and the ward they are in if you know this.  You can also telephone and a member of the Team will write down your message.

We will print your messages and laminate this onto our lovely template so that it can be kept clean. We can also include photographs with your message if you want to e-mail these to us, and these will be delivered to the patient on the ward if possible on the day they are received.

COMMENTS, CONCERNS, COMPLAINTS AND COMPLIMENTS

We recognise how important it is to hear how it feels for our patients and visitors coming into our wards and departments and will always try to use feedback to improve our services.  The Patient Advice and Liaison Service (PALS) is a support service set up to allow patients and visitors to share their experience and help us to keep providing the best possible care.

When you contact us, please let us know straight away whether you would like to make a comment on what you have experienced, or would like to pass on a compliment to staff for making your experience more positive, or if want to raise a concern or make a complaint - that will help us to make sure that we get the right member of staff to help register your contact.

Telephone: Free phone 0800 917 6039 or 023 9228 6309

E-mail: PHT.PALS@porthosp.nhs.uk

Write to us: PALS, Queen Alexandra Hospital, Southwick Hill Road, Cosham PO6 3LY

Follow and DM us on Twitter: @PALS_PHT

We look forward to hearing from you

COMMENTS -  It’s important that we use your feedback to continuously improve our standards so please feel free to get in touch with PALS if you have any suggestions of how to make things better.  PALS will listen and pass your comments onto the areas involved to help make improvements for you as well as our future patients.

COMPLIMENTS -  Every member of staff working for the Trust aims to provide the best possible care and support each day and in one year we received 4,997 messages of thanks from patients and relatives. These are only the recorded compliments (cards, letters, e-mails), but we know that patients and relatives regularly express their gratitude to the staff personally, for which we are extremely grateful, but if you would like to have your feedback registered then get in touch with PALS.

CONCERNS AND COMPLAINTS - Despite staff’s good intentions, we recognise that in a busy hospital environment, sometimes things can go wrong; so when this happens we would advise you to speak up soon: By sharing your concerns you can also help us make sure that others don’t have the same poor experience. We know that sometimes it can feel uncomfortable to raise a concern, but we hope that you will feel confident to speak directly to senior members of staff in the area where the problem arose or talk to one of our PALS Team.


FORMAL COMPLAINTS PROCESS
When there has been a serious incident that needs a thorough investigation, it may be best to handle this through the formal complaints process and PALS will support you through this process.

Acknowledgement: Once we have received your formal complaint, we will contact you (by letter, e-mail or telephone) to confirm that we are looking into your concerns within 3 working days.  An acknowledgement letter will be sent to you along with a Complaints leaflet and our contact details so that you can contact us directly if you have any concerns about the investigation.  At this stage, we will ask you about consent if you are complaining on behalf of someone else and we may need to send you a consent form to have the patient sign and send back to us to prove that they are happy for us to share details of their care with you.

Investigation: Each complaint received is thoroughly investigated by the Senior Management Team at the Divisions and Care Groups throughout the Trust and the outcomes are reviewed by the Trust’s Executive Team.  We aim to respond within 30 working days, but an investigation can sometimes involve speaking to a number of Medical, Nursing and Administration staff throughout the Trust, as well as reviewing medical records, and sometimes this may take longer than expected, but we will do our best to respond as quickly as possible.

Response: If we think that the investigation may take longer, we will let you know as soon as possible.  We take all complaints and concerns very seriously and we have an open and honest approach to responding.  When an investigation has found evidence of a failure or error then we will acknowledge this and provide you with an explanation of how this happened and what we are going to do to try to prevent it from happening again.

 

What if I am still not happy? If you are not satisfied with the Trust’s response to your complaint then we would ask you to contact us again explaining what you feel was not addressed appropriately. We will try to work with you until we reach a satisfactory outcome, but at the end of our investigation, if you are still not satisfied then you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint.

The PHSO considers complaints about poor treatment or services throughout the NHS in England.  The service is independent, impartial and free. The PHSO does not have to investigate every complaint, but will usually do so if there is clear evidence of hardship or injustice.  If you wish to raise a complaint with the Ombudsman please call 0345 015 4033 (website: www.Ombudsman.org.uk) or complete the form using the following link www.ombudsman.org.uk/make-a-complaint.

 

Support in making a complaint if you are deaf or hard of hearing: https://youtu.be/u_NyJd4jjoM

 

Support in making a complaint if you have a learning disability, autism or both: https://youtu.be/qOkAdvAkigk

 

Independent NHS Complaints Advocacy Service (for Portsmouth residents)

Tel: 02393 541510   

Email: portsmouthadvocacy@helpandcare.org.uk

 

 

 

Opening hours

Complaints – 8:30am to 5:00pm

PALS – 9:00am to 4:00pm

Where to find us

Located in the atrium on A level at QA Hospital.

Contact information

Complaints – 023 9228 6000 ext 3474/3472

PALS – 0800 917 6039 or 023 9228 6309

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Queen Alexandra Hospital,
Cosham,
Portsmouth,
PO6 3L

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