Here you can find out more about our Patient Experience team and how to discuss the service you have received from us
We aim to provide a high quality service to our patients so it is important that we continually improve our service as a result of feedback from our patients. We welcome feedback whether it is to say ‘thank you’ for a positive experience, or you feel that we could have done better.
The Patient Experience team has responsibility for:
- Our Patient Advice and Liaison Service (PALS)
- Formal complaints
- Patient Experience – surveys, stories, journey mapping
Patient Advice and Liaison Service (PALS)
Our PALS team can:
A confidential listening and support service for any concerns you may have.
Immediate advice on how to resolve your concerns
Help you with your concerns by providing information
A concern raised through PALS is an informal way of raising a concern. Please be assured that all concerns are taken seriously and thoroughly investigated.
Our Patient Experience team work office hours Monday to
Friday. Outside of these hours you can contact either by voicemail or email. One of our Patient Experience Coordinators will contact you on
the next working day to acknowledge your concern.
When you raise a concern one of our Patient Experience team
will confirm the issues you would like us to look into, confirm your
desired outcome and agree timescales with you. Once a concern
has been investigated you will receive a response over the telephone
or by email.
At EMAS we value your comments and suggestions and welcome any feedback you have for our staff thanking them for all they’ve done.
Even after experiencing a serious accident, injury or illness, many patients and their families write to express their thanks to our staff.
If you’d like to pass on your thanks to a member of staff for the care, compassion or support you, a relative or friend have received, please let us know.
When you contact us, let us know as many details as you can – such as date, time and location – as this will help us to locate the staff involved with your care.
Take a look at some of the compliments we have received recently here.
You may at the outset have a serious concern that you would like to be dealt with formally. It can be helpful when dealing with complaints if they are received in writing (letter or email). However, if you prefer we are happy to discuss the details over the telephone after which we will send you a letter asking you to confirm the details of your telephone conversation.
We will acknowledge your complaint in writing. At this stage you will also receive a leaflet on how to seek assistance to make a complaint (see link below ICAS) and an Equality and Diversity monitoring form. Please be assured that the information you provide to us on this form is confidential. We use this data to understand more about the people who have had cause to raise a concern. This can assist us to engage more effectively with communities/groups and to improve services.
Your complaint will be allocated to an Investigation Officer (IO) who will contact you and go through your complaint in more detail. The IO will agree with you the timescale and will keep you informed of developments. They are your point of contact throughout the investigation.
Once your complaint has been investigated our Chief Executive or an Executive Director will respond to you in writing.
Where the care provided to you involved different healthcare providers (for example ambulance and hospital) we will liaise with those providers to ensure that, wherever possible, you receive a single response. Where this is not possible we will ask those other agencies to respond to those elements of your complaint that concern them.
The Trust will do everything possible to ensure that your issues are addressed but if you still feel that your issues are not fully resolved we will ask that you please contact us again.
If you remain unsatisfied
If, after our best efforts, you are still not completely satisfied with our response, you have the right to contact the Parliamentary and Health Service Ombudsman to request a review of your case. The Parliamentary and Health Service Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of healthcare providers.
The Parliamentary and Health Service Ombudsman
Telephone: 0345 015 4033
If you need assistance to raise a concern or make a complaint
If you need assistance to make a complaint we will provide information on how you can access the Independent Complaints Advocacy Service (ICAS).
Information on how to make a complaint is available in an easy read format for people with learning disabilities.
What if I want to complain on behalf of someone else?
Many complaints are received from relatives, carers or friends of patients. Patients have a right to confidentiality so where a response may breach patient confidentiality, consent will always be sought from the patient before a response is issued.
Improving our services
If you make a complaint we will ask you to complete a short satisfaction questionnaire. This is about the way in which we handled your complaint. Collecting this feedback enables us to improve our service to you. Completion of the form is entirely voluntary.
The Trust encourages patients and the public to be open and honest about any concerns they may have. We can assure you that any feedback you provide will be treated confidentially and sensitively. Anyone not satisfied with the service they receive will not be discriminated against or made to feel overwhelmed by the PALS or complaints procedure.