Giving your feedback

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.

How to give your feedback

Giving your feedback is quick and simple - please contact the Patient Advice and Liaison Service (PALS) Team.

VoiceBook - be 'heard' from Ward to Board!

You can also give your feedback by leaving an answerphone message on VoiceBook, the Trust's 24-hour customer feedback service.

Simply leave your comment after the tone - in your words, in your time.

Friends and Family Test

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.

How we use your feedback

Some recent examples of how we've used customer feedback to improve our services include:

Your feedback You said We did
Hearing loops The hearing loop on the reception desk in the main entrance at the Great Western Hospital wasn't working when I came for my appointment. A hospital volunteer who is a hearing aid user now tests all of the hearing loops on the Great Western Hospital site on a weekly basis.
Patient Advice & Liaison Service (PALS) family room The room feels cold and unwelcoming.  It needs brightening up and made to feel more family friendly. The room was redecorated and refurnished to make it feel warmer and more comfortable for our patients and visitors during difficult times.
Car parking It can be difficult to get a parking space at the Great Western Hospital when you attend for an appointment or as a visitor. The Trust recognises car parking at peak times can be an issue for visitors but is working hard to identify and implement solutions. A member of Trust staff has been seconded to work specifically on addressing car parking issues for three months.

Making a complaint

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 patients' expectations.

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 service.

They will do all they can to resolve your concern on-the-spot.

Where this isn't possible or you are unhappy with the outcome, you have a right to make a complaint.

How to make a complaint

The Trust offers an open and honest complaints investigation service.

Please be assured that the care you or a loved one receives will not be affected in any way by making a complaint.       

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.

To make a complaint, please contact our Patient Advice and Liaison (PALS) Team.

Further information

For more details about making a complaint, please see:

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