"Help when you need it!"

About: Whiston Hospital

Hello everyone! My name is Mary and I would like to tell you about a service that hardly ever gets a mention in NHS reviews. PALS (Patient Advice and Liaison Service) is a service which offers advice, ,support, and information on health related matters. I have been to Whiston Hospital on many occasions, sometimes to visit a relative or friend, and also when having an appointment for myself at one of the clinics. When arriving at the hospital it is very easy to walk past certain services in the hospital without even realising what the service is! A hospital is such a busy place and more often than not getting into focus for your appointment takes precedent. It is very easy to miss the services which could be a great help to you when you need advice. That was my experience, and it only became apparent when I had a problem with the hospital and was referred to PALS. I received a telephone call from PALS very shortly after contacting the hospital with details about my problem. I was quite impressed not only by how quickly I was contacted by the service, but with the professionalism of the officer dealing with my problem. It is not an easy time when having to make a complaint. It is a kind of journey into the unknown ,where stress and worry seem to take over normal everyday living. My journey was made much easier because I had someone who I could speak to openly, and who then acted on my behalf to liaise with the necessary officials and departments relevant to my complaint. I was also kept informed at every stage of the procedure. PALS is a very important service, but the true measure of any service is by experiencing the service itself and the results obtained. I can honestly say that my own experience of PALS has been second to none, and would have found my problem much harder to cope with had I not had the opportunity - as an NHS Patient - to access such an important service. I am very grateful for all the help I received in resolving my problem and could not thank them enough. I would like to give special thanks to the person who was my liaison officer and who is based at Whiston Hospital. Thank you! Thank you for listening.

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Response from Whiston Hospital

Thank you for your kind comments regarding the staff who work in the Hospital Patient Advice and Liasion service (PALs) who are available at both Whiston and St Helens Hospitals. We are pleased to hear that you had such a positive experience and that the staff were caring and responsive. We have forwarded your comments to the Patient Experience Manager who will share them with the staff that work in the PALs team .

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