How to provide feedback about Leicester Hospital’s services

Throughout your time at Leicester’s Hospitals, feedback about the services is always welcomed. There are a few ways to can feedback:

Friends and Family Test

You can feed back by scanning the QR codes in the hospital departments, use survey touchscreen devices, or at some stages of your journey you may be sent a text to your mobile phone to ask you directly.  Please note that all Friends and Family Test feedback is anonymous but you can speak to your midwife at any time you need to if you need direct, personal support.

Click here to provide feedback through the Friends and Family Test.

Take a look at the table below which lists the 4 stages in pregnancy of how, when and where you can give your feedback:

The aim is to make sure everyone can feed back their thoughts about their experience at these four stages in the maternity journey. Please note, you can always feedback at any time about your experience of the service.

Patient Advice and Liaison Service (PALS)

PALS is a confidential advice, support and information service and they welcome feedback about services as they recognise the value that comments, concerns and compliments can provide to enhance the patient experience.

Leicester Hospitals PALS is committed to assisting you. PALS is a responsive and supportive service. PALS can help resolve patient/loved ones’ questions, concerns or worries as they arise, increasing patient satisfaction and experience with the services and reducing the number of formal trust complaints, with particular focus on:

• Supporting patients in addressing concerns as and when they arise with support from clinical staff within the PALS team
• Help with issues such as dissatisfaction with cancelled outpatient appointments, delayed tests, lost property, communication issues etc

What can they do?

PALS at Leicester Hospitals are an informal, friendly, and easy-to-access service offering you advice, information and help if you are having difficulties with our services.

The team can talk to the hospital departments on your behalf:

• They can support you with concerns you have about a ward. They can help with issues like appointment cancellations, delayed tests, care concerns and communication glitches
• They can signpost you to other organisations, where necessary
• They can advise you and inform you how to make a formal complaint about the services

At PALS, they will:

• Listen: They are your PALS to listen to any comments, questions, or complaints you may have about the services at Leicester Hospitals
• Respond: PALS is a less formal route to offer you advice and help if you are having difficulties with UHL
• Liaise: PALS can advise and tell you about services, liaise with the right service for your needs and signpost you to other organisations as appropriate
• Resolve: PALS can help you get things right!

When to use PALS?

If you have a concern about yourself or a relative or friend in the care of Leicester Hospitals, it is recommended that you raise your concerns first with the people who are providing the care for you or your relative. They will usually be best placed to help you and to put things right as soon as possible when they go wrong. If you want help with doing this, PALS are there to help you.

If you remain dissatisfied after you have raised your concerns, PALS staff can advise you on the next steps.

If you have a question about your care at University Hospitals of Leicester and do not know who to ask, PALS may also be able to help you.

Contact PALS

Freephone: 0808 178 8337

Email: pals@uhl-tr.nhs.uk