Patient Advice and Liaison Service (PALS)
|
The Patient Advice and Liaison Service (PALS) is here to help if you have a question about, or on behalf of, a patient’s care. The team can help with a wide range of issues or direct you to another service if that's more appropriate. Do you have a question about your appointment or care?
What the PALS Team can do
The PALS Team and the complaints process CANNOT look at
If you have concerns or questions about another healthcare provider or your GP please see our helpful contacts list. If you have any questions about accessing medical records, appointments, finding out if a patient is admitted, HR issues or work experience please see our helpful contact list. How to Contact the PALS TeamBy phone on 0114 271 2400 between 9.30am and 4pm weekdays (excluding Bank Holidays). Our phone lines can sometimes be busy and we thank you for your patience whilst waiting. If you are able to wait you can call us back at another time or, if you prefer, you can contact the team by email and request that we contact you on a specified telephone number. By emailing the PALS Team at sth.pals@nhs.net By writing to us at the PALS Office, B Floor, Royal Hallamshire Hospital, Glossop Road, Sheffield S10 2JF By visiting us at the PALS Offices at either: • The Royal Hallamshire Hospital, B Floor, Glossop Road, Sheffield S10 2JF, or When contacting the PALS Team please include the following details: The Patient’s name and address The Patient’s date of birth and hospital number, if known The ward the patient is on if they are still in hospital The Complainant’s and/or the Patient's phone number The Complainant’s name and relationship to the Patient Resolving ConcernsIf you have any concerns that need to be resolved quickly, the PALS Team can help with that by putting you in touch with the service where your concern is. This may be a Service Manager, a Matron/Ward Manager or another member of staff who may be able to help you. The PALS Team will ask them to look into your concerns and ask them to contact you directly to discuss the issues. We aim to do resolve concerns within a few days. If you would prefer, or we cannot resolve your concerns you do have the right to make a formal complaint. Giving FeedbackShould you wish to give feedback and don’t need a reply, you can fill in a comment card. Our comments cards can be obtained in most departments and wards. These are quick and easy to fill in. You can either give it to a member of staff or hand it in to the nearest Reception desk. These comments allow us to improve our services for patients. You can also give us feedback by completing one of our patient experience surveys: Click here |
Switchboard Number – Should you wish to be put through directly to a ward or department, the number for our Switchboard Operators is 0114 243 43 43.
Single Point of Access (SPA) – If you have a query about District Nurses, Community Therapists (including Physiotherapists), Active Recovery, etc they are available by telephone on 0114 22 66500
Ambulance service – if your concern relates to transport and the ambulance service, you should contact the Yorkshire Ambulance Service on Phone 0333 1300 549 or email them at yas.patientrelations@nhs.net
Mental Health Services – Mental Health Services in Sheffield come under the care of Sheffield Health and Social Care. Their phone number is 0114 271 8956 and the email address is complaints@shsc.nhs.uk
Children’s Hospital Services – The Sheffield Children's Hospital is a different Trust to the adult services which come under the Sheffield Teaching Hospitals NHS Foundation Trust. The Children's Hospital is separate, and you can contact their PALS Team by telephoning 0114 271 7594 or by email at scn-tr.pals@nhs.net Their general switchboard number is 0114 271 7000.
GP’s, Dentists, Opticians and Pharmacists – We would recommend that you contact the practice manager in the first instance however you can also contact your local Integrated Care Board (ICB) for complaints about primary care services (GPs, dentists, opticians or pharmacists). NHS South Yorkshire ICB - NHS South Yorkshire ICB contact us Email: syicb-sheffield.icbcomplaints@nhs.net Telephone: 0114 305 1000 NHS England phone number is 0300 311 22 33 and their email address is england.contactus@nhs.net
Patient Medical Records (Subject Access Request Team) – If you would like to see or obtain a copy of your Health Records you will need to make a subject access request, providing proof of your identity, to the Subject Access Request Team at The Royal Hallamshire Hospital or at Northern General Hospital. The application forms and addresses can be found below, and you can fill the forms in online or print them out for completion.
If you require any assistance with requesting medical records, please contact the Subject Access Team on sht-tr.sars@nhs.net or call 0114 2713054.
Freedom of Information requests - The member of Staff overviewing the Data Protection Legislation is the Data Protection Officer/Head of Information Governance.
Should you have any queries regarding data protection or information governance or wish to make an FPOI request please contact them on 0114 2265151 or email sth.infogov@nhs.net
Lost Property – If any property belonging to you or a patient, goes missing whilst in hospital, please speak with the ward staff who will be best placed to assist in locating the items.
Job vacancies/Work Experience/Volunteering – If you have any questions about any of these please see our dedicated website:
Reference requests (for ex or current staff) members - Please direct your enquiry to sth.referencerequests@nhs.net |
