Patient advice and liaison service (PALS)

Our PALS department are on hand to help with any information you may need about the NHS or to provide advice on how to deal with any concerns which you may have about your care.

The main responsibility of our PALS department is to provide a high quality initial response to pass concerns and complaints to directorates and departments for investigation and resolution. Where possible, our PALS department will deal with questions and straight forward queries and concerns there and then in order to provide a speedy service to patients/relatives/carer’s. We do value concerns and complaints as a means of improving the quality of our services and staff within the PALS department will be happy to guide you through the process, or answer any questions you may have.

Compliments, concerns and suggestions

Compliments and comments can be passed directly to the ward or department manager or you can share them with the PALS department either in person, over the phone or by using our form below. If you have a concern about your care, treatment or any aspect of your stay with us please raise this in the first instance with a member of staff in the ward or department you are visiting.

If the concern cannot be dealt with by the ward/department involved, or you are not satisfied with the response then please contact our PALS department. If your concerns can be resolved quickly and informally we will do our best to put things right by giving on the spot advice, or by contacting the relevant staff to investigate and respond directly to you within a three to five days. However, if you prefer to make a formal complaint, you can tell the PALS department. Please be aware that it will normally take longer to investigate and respond to formal complaints. Depending on how complex your complaint is the timescale can range between 25 – 65 working days

For further information on how a PALS concern and formal complaint is dealt with

How a PALS concern is dealt with (276kb)
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How a formal complaint is dealt with (276kb)
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Interpreters

We are committed to ensuring adequate and effective communication across the communities that we serve. This includes making sure that patients have access to our services in a way that ensures their language and communication needs do not prevent them from receiving the same quality of healthcare as others.

The PALS team can assist if a patients first language is not English and there are identified communication difficulties that may require the use of an interpreter. The methods of interpreting available to a patient include:

  • Telephony interpreting services: For the vast majority of instances, where an interpreter is required, the Trust will use a telephone service called ‘The Big Word.’ For example, in outpatient appointments.
  • Face to face interpreting services: This option will only be used by exception and will need to be agreed by PALS at the point of booking. For example, this option may be more appropriate for scanning appointments or where a patient needs to be asked to keep still.
  • British Sign Language (BSL): This will be the first method of choice for maximising effective communication for patients who are deaf, deafened or hard of hearing. However, other options can be considered if the patient has another preference through the PALS team.

This list is not exhaustive. If you do have any queries with regards to interpreter or translation services then please contact the PALS team.

Communication with hospital wards
We would ask that you please bear with us at this difficult time as we are aware that at times, due to our staff prioritising patient care, we are unable to answer phones and communicate with relatives as often or as timely we would like to.

We ask that all communication is channelled through one person at this time, to reduce the number of calls into the wards. If you cannot get through when you call the wards to enquire about your loved one, you can contact the Patient Contact Helpline on 03033 306666 between the hours of 9am and 5pm, Monday to Friday. Please note, we do ask you still try contacting the ward in the first instance. This number is manned by non-clinical volunteer staff who will take messages and deliver them to your relatives, or help you to locate your loved one or get the ward to respond to you directly .

This team is not able to share clinical information, however, they are able to get messages to the clinical team looking after your relatives, advise you on other options for communication, such as video calling, and will be able to organise drop-offs and collections of belongings for patients.

Alternatively, an email address – nlg-tr.twpatientcontacthelpline@nhs.net – will be manned throughout the same hours. Please note this helpline has been put in place to support connecting people for this period of the pandemic, following feedback from the public that this has become a challenge. This is a short-term solution whilst we see this surge in activity across our hospitals. We continue to allow visiting in exceptional circumstances.

How to contact the PALS department:

You can visit the PALS offices at Grimsby and Scunthorpe hospitals or get in touch online or via phone, email or letter:
For Goole and District Hospital enquiries please use the Scunthorpe contact details.

PALS – Grimsby

Diana, Princess of Wales Hospital
Scartho Road
Grimsby
DN33 2BA
03033 306518
nlg-tr.PALS@nhs.net

PALS – Scunthorpe

Scunthorpe General Hospital
Cliff Gardens
Scunthorpe
North Lincolnshire
DN15 7BH
03033 306518
nlg-tr.PALS@nhs.net

Each office has an answerphone which is available 24 hours a day and messages will be responded to as quickly as possible.