The Patient Services Team (PST) has replaced the Patient Advice and Liaison Service (PALS) and provides a point of contact for patients who have a concern but either don’t know which member of staff or department to raise it with, or feel that they need to speak to someone outside of the department or ward to which their concern relates.
The PST are knowledgeable and experienced in handling patients’ concerns and have overall responsibility for ensuring responses to complainants are co-ordinated effectively and efficiently.
The main responsibility of the PST is to provide a high quality initial response to complainants and to pass concerns and complaints to Directorates and Departments for investigation and resolution.
Where possible, the PST will deal with questions, complaints and straight forward low risk concerns there and then in order to provide a speedy service to callers. They can also offer advice and guidance to any member of staff who is trying to provide direct support to a patient or relative with a concern.
The Patient Services Team can be contacted Monday to Friday 8am till 5pm.
The team can be contacted in the following ways:
- Telephone on 0114 271 2400,
- Via email on PST@sth.nhs.uk
- In person in the Patient Partnership Department on B Floor, Royal Hallamshire Hospital and the Huntsman main entrance on C Floor at the Northern General Hospital.
Outside of this time people can leave both telephone and email messages for the team to respond to on the next working day.