"PALS response @ Somerset Partnership Trust"

About: Somerset Partnership NHS Foundation Trust

(as a relative),

After being invited to talk to PALS recently about a comment on Patient Opinion, and being told they take complaints very seriously. I have done just this.

They obviously have standard answers for everything.

I did not find they dealt with concerns constructively.

I do not find they take patients seriously.

I felt nothing was resolved and nothing was really listened to.

No further action or advice. So in my opinion from Somerset PALS service, it was a complete waste of time & energy.

I hope something can be 'learned' by PALS to make it a better experience and for users to have more faith in the system.

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Response from Lucy Nicholls, Patient Experience Manager, Somerset Partnership NHS Foundation Trust

Dear Tomcat,

I am sorry that you are unhappy with the response from PALS. Without any information about your call, it is hard to comment very much, and I cannot see that you have posted here previously under this name. If you want to contact me via email, I am the manager of the PALS service and can ensure that we have done all we can to help you.

I note that you are a relative of a patient and sometimes it can be hard to offer much help directly to relatives without the consent of the patient, and I know this can be frustrating. But we know how important relatives and carers are - and will always try to listen and use what they tell us to help look after the person that they are concerned about.

Please do get in touch if you want to discuss this further: lucy.nicholls@sompar.nhs.uk.

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