"PALS at Kings: a beacon of light amidst chaos"

About: King's College Hospital (Denmark Hill) / General surgery

(as the patient),

PALS at King's is like a beacon of light amidst the chaos and disorganisation that is King's.

I've had numerous dealings with 2 different ladies in this office and both have been superb: professional, courteous and super-efficient.

Need a copy of a blood test? PALS will provide a copy in an instant.

Need to know what drugs were administered during surgery because you've had a bad reaction (and there's no way to be referred back to the unit apart from via A and E)? PALS will retrieve your files and name the drugs.

Documentation pertaining to surgery left behind and day surgery unit 'too busy'' (their words) to retrieve it for you? Call PALS for a copy.

Administrative oversight by consultant who sends you a copy of letter to your GP without the diagnostic report referred to in the letter, leaving you totally in the dark? Call PALS and they'll send you a copy promptly.

The 'problem' with having such an efficient PALS office is that it highlights the inefficiencies of consultants and others, and the procedural failings of the hospital in general.

Until these are addressed, the PALS department remains absolutely vital and essential, an unmissable cog in the big machine.

I hope senior management is aware that this PALS department probably fulfils far more than its original remit and that the team is valued.

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Responses

Response from Jessica Bush, Head of Engagement and Patient Experience, Patient and Public Involvement, King's College Hospital NHS Foundation Trust

Thank you for taking the time to comment on your experience at King's College Hospital. I am very sorry to hear that you had problems during your stay, particularly in relation to administrative procedures and communication.

I am pleased that our PALS service was able to help you, but only sorry that you had need to contact them in the first place. Rest assured that PALS will share the issues you raise with staff teams so that they are aware of the problems that you experienced and can put systems in place to stop them happening in the future.

I will pass on your kind comments to our PALS Manager. If there is anything else that we can do to help, please do contact us again.

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