The PALS team, who offer confidential advice, support and information on all health-related matters and services provided by the Trust, were previously located in a non-public, general office area on the first floor of the main hospital. But the service has recently relocated to the former discharge lounge on the ground floor, adjacent to the Friends of St Mary’s Hospital Café area and just past the main reception.
The service provides advice, support and information to patients, carers and relatives about their healthcare and can help to find ways to resolve any concerns they may have about the services being provided by the Isle of Wight NHS Trust which include Ambulance, Community, Hospital and Mental Health.
Commenting on their new location, Vanessa Flower, Patient Experience Lead for the Isle of Wight NHS Trust, said:
“We are really pleased to be based in a centralised location, which will allow us to support and advise patients at the time when they really need us. Patient experience feedback is crucial in supporting us to deliver safe, effective and compassionate care, and this move supports us in collecting this valuable feedback.
“Anyone who has a concern or comment about their care or the care of a relative should, in the first instance, discuss this with the Ward Sister, Head of Department or Matron. If they feel that the matter is unresolved, or they want general support or advice on a health related issue, this is where the Patient Advice and Liaison Service (PALS) can help.”
PALS is a confidential service unless they believe anyone may be at significant risk. They are unable to provide formal advocacy, counselling, diagnosis or medical advice. However, they can liaise, on the patient’s behalf, with the people who provide these services.
The PALS office is open Monday to Friday (except Bank Holidays) between 09:00 – 16:30 or alternatively can be contacted by email at [email protected] or by telephone 01983 534850. You can visit their webpage at www.iow.nhs.uk/pals
The move fulfils part of a Quality Goal for the Trust for 2014/15, which is to ensure the PALS service is in an accessible and central location.