We're passionate about turning our patients' feedback into real
improvements in the services we provide.
We use it to focus on the things that matter most to our
patients, carers and their families.
We would like to hear from you if you have a suggestion on how
we can do things better to improve our patients' experiences.
We'd also like to hear from you if you are pleased with the
service you've received.
We'll let the staff involved know and share the good practice
across our teams.
Giving your feedback is quick and simple. You can call
the Patient Advice and Liaison Service (PALS) on 01793
604031 or email firstname.lastname@example.org
VoiceBook - be 'heard' from Ward to Board!
You can also give your feedback by leaving an answerphone
message on VoiceBook, the Trust's new
24-hour customer feedback service.
Simply dial 01793 604044 and leave your comment
after the tone - in your words, in your time.
If you are due to stay in hospital, you will also have the
opportunity to complete the Friends and Family
Test at the end of your stay.
Some recent examples of how we've used customer feedback to
improve our services include:
We work hard to ensure our patients have a positive experience
of using our services.
But we also recognise that sometimes we don't live up our
When this happens, we want to learn from what went wrong to stop
the same thing happening again.
We always recommend that you first raise your concern with the
member of staff involved in your care or the manager of the
They will do all they can to resolve your concern
Where this isn't possible or you are unhappy with the outcome,
you have a right to make a complaint.
The Trust offers an open and honest complaints investigation
Please be assured that the care you or a loved one receives will
not be affected in any way by making a
If you would like to make a complaint, please try to do so as
quickly as possible after the issue has occurred as there is a
12 month time limit.
Following feedback from patients and staff, we have recently
introduced a new complaints process.
The aim is to empower staff to resolve concerns quickly for our
patients, and to make it simpler for patients to make a complaint
if they remain unhappy.
For information about making a complaint, please see Complaint leaflet.
Please contact us at email@example.com and we'll put it right.
© 2017 Great Western Hospitals NHS Foundation Trust