Patient Experience and PALS

The Patient Advice and Liaison Service (PALS) is a service which provides ‘on the spot’ advice, help and support for patients and their relatives.

The service is free and confidential and can help if you have a query or concern about treatment or care at Croydon University Hospital or Purley Hospital. PALS staff can also provide information about other support services.

PALS can be contacted via telephone or email. See your contact details below, and a member of our team will be happy to help.

PALS can help you with:

Sorting out problems and queries quickly and informally
Putting you in touch with the right person in the organisation
Providing information about the formal complaints process
Listening and passing on your comments, suggestions and compliments
Providing advice and information about voluntary and other support organisations

Contact us:

The PALS team are availabe from 10-4pm, Monday - Friday (excluding bank holidays).

You can reach out to our staff:

By email: ch-tr.PALS@nhs.net
By telephone: 02084013210

If the PALS staff are unavailable when you call, they will return your call within one working day. Thank you for helping us to keep our patients, visitors and staff safe.

You can also write to us at:

Main Entrance, Ground Floor Croydon University Hospital 530 London Road Thornton Heath CR7 7YE

Our Patient Experience team

The service is staffed by:

‏‏‎ ‎
Mathangy Sivachanderan	Patient Experience Lead
Luqman Dean	PALS Manager
Steven Smith	Patient Experience Officer
Jennifer Somoye	Bank PALS Co-ordinator

Our promise to you

When we receive an enquiry or concern, you can expect us to:

Contact you within three working days within working office hours
Help you to find the best way of resolving your problem or getting an answer to your question, dealing with your enquiry in confidence
Keep you updated on the progress of your enquiry and any action we intend to take
Use information from your enquiry or concern to improve our services, asking for your feedback so we can improve our services.

If you are not happy

If you are not happy with the service you receive from PALS, please contact the Senior Patient Experience and Engagement Manager, Stephanie Biden on 02084013000 ext. 5727 or via email at stephanie.biden@nhs.net.

Compliments

Tell us you're happy

Everyone likes to know if they are doing a good job and to receive a compliment.

Here at the Trust we want to know if we are providing a good service. If you have experienced a good service from any of our staff, please let us know. We will use this information to help improve other areas of service in our hospitals.

Please email us on mhn-tr.talktous@nhs.net with your positive feedback.

You can also post your comments publicly on our Care Opinion Page .

Healthwatch Croydon

Whatever experience you have had, good or bad, Healthwatch Croydon want to hear it to help contribute to improving services.

You can have your say on their easy-to-use online feedback form here, which takes just a few minutes to fill in.

This means you can leave feedback just after you have received care – you don’t need to wait. All comments received enter their feedback centre and even if you leave your name and details, the comments are still treated anonymously.

Concerns and complaints

Submitting a concern or complaint

It is a person’s right under the NHS Complaints Process to have a thorough investigation into any complaints raised.

If you have any comments, questions or concerns about the service or treatment you have received please raise them with the staff looking after you or responsible for your care so we can address and resolve them at the time.

If you do not feel able to raise your concerns with staff or do not get a satisfactory response you should contact our PALS and complaints team by email at ch-tr.complaints@nhs.net.

Submit your feedback here

You can also submit your compliments, concerns or complaints by filling out our feedback form here. A member of the PALS team will aim to be in touch within 3 working days.

Patient Experience and PALS

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