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Tell us what you think
We want to hear about your experiences, whether good or bad to help us develop our services and make them better. We want to understand what is important to you about the care and treatment you receive. We use your feedback to make improvements to our environments, our wards and to the services we provide. Because the care and treatment we offer is so diverse we have designed surveys which ask questions about individual services so we can see how we are performing. These surveys also include the national requirements for the Friends and Family Test and can be accessed here.
We are aware that mental health and learning disability services can be challenging to access. The Patient Advice and Liaison Service (PALS) is a non-clinical team that provides impartial and confidential advice and guidance to those who use mental health and learning disability services, as well as their families, carers and staff.
Help us provide better care. Please complete a short online survey about your experience as a carer. You can follow this link to the survey or use the QR code.
How can PALS help?
If you have feedback about the service you have received, or query or concern about your care and treatment, we would usually suggest speaking with the manager from the team that are providing your/your family member’s treatment before contacting PALS, as they may be able to resolve your concerns straight away. If you do not feel your issue has been resolved, or you are more comfortable speaking to someone outside of the clinical team, PALS are happy to assist.
What can PALS do?
- Listen and respond to your queries or provide information about the services offered by the Trust.
- Listen to and record your feedback about your experience and help to resolve problems quickly on your behalf.
- Signpost you to services or organisations that can assist you with your enquiry.
- Arrange for you to meet with members of staff who can help to resolve your concerns. (Due to COVID and subsequent advice regarding social distancing this will be offered via telephone or teleconference currently).
- Provide information about making a formal complaint as well as details of advocacy services that can offer you support in making your complaint.
What can’t PALS do?
- Directly influence your care
- Provide leaflets: All leaflets are available electronically here.
- Process access to clinical records. Please contact the Trust’s Safer Information team to request copies of your clinical records on 01392 675678 or via email to dpt.ig@nhs.net
Contact PALS
Open 8:30am to 4:30pm, Monday to Friday (except Bank Holidays)
In person: Our office is based at Wonford House, Dryden Road, Exeter, EX2 5AF. Regrettably we do not have dedicated meeting spaces on site; if you would like to meet with a member of the team please contact us to request an appointment.
Telephone: 01392 675686
Email: dpt.pals@nhs.net
We regularly report on the feedback we receive including compliments, complaints, concerns and enquires in the form of an Experience, Safety and Risk report.