Patient Advice & Liaison Service (PALS)
Telephone: 01392 402093
As a patient, relative or carer you might want to turn to someone at the RD&E for help, advice or support. This is where our Patient Advice and Liaison Service – PALS for short – comes in.
PALS is available to anyone using the RD&E’s services, including our hospitals, specialist centres and community services.
Our staff are happy to discuss your concerns over the phone or at our PALS office at the RD&E Hospital Wonford, in the main entrance.
How we can help
We are here to help:
- offer you confidential advice, support and information;
- sort out your concerns about our services;
- sign post you to the range of RD&E services that are available.
Our PALS team offers practical advice and support about the RD&E and can point you in the right direction for the information or services you need.
We can liaise with other hospital staff and with relevant organisations where appropriate to arrange an immediate or prompt solution.
PALS will also feed your views back into the system, helping the RD&E to see things from your perspective and improve services in response to your feedback.
We aim to respond quickly and sensitively to all queries and provide the best support possible.
At the RD&E we are committed to listening to patient and carer feedback at every opportunity and actively encourage people to share their experience no matter what.
Your feedback enables us to celebrate and re-enforce what goes well. It also helps us to better understand and learn from what can be done better.
We do this in many different ways, for example through our PALS team, complaints, concerns, comments, compliments and other patient experience tools such as comment cards, ‘what went well even better if’, National surveys, the Trust’s Quality Assessment Tools, Friends and Family Test and Patient Opinion.
All feedback is shared directly with the relevant services, as well as regular reports provided to our 'Patient Experience Committee', as part of the Trust's governance.
For more information click here to visit our ‘Your feedback matters’ pages.
Family Liaison Service
In response to the Coronavirus outbreak, to help us maintain social distancing and reduce the risk to our staff and patients, we made the difficult decision to restrict visiting across the Trust.
We know that staying in touch with loved ones is really important during a hospital stay, so to help patients and their families keep in touch, we have launched a new Family Liaison Service which is available across all of our hospital sites.
The Family Liaison Service can:
- Relay personal messages to and from patients who are staying on wards.
- Arrange virtual visiting with a video call to family.
- Receive essential items for patients.
The service is available between 8am-8pm, seven days a week.
If you need to speak to a member of the team on the phone, please be aware that the lines are manned 10am-4pm each day (excluding weekends and bank holidays).
Please be aware that all medical information will continue to be shared with the patient’s recorded next of kin by the ward staff.
Send a message to your loved one
Simply email your message and/or a photo to: email@example.com with the patient name and ward.
Alternatively, call: 01392 402093 and leave the message you’d like shared with your love one.
If your loved one does not have a smartphone, it is sometimes possible for us to arrange a virtual visit. To see if you can use this service, please contact the team on:
- Wonford: 01392 402093 / or email firstname.lastname@example.org
- Exmouth: 01395 279684
- Sidmouth: 01395 512482
- Tiverton: 01884 235400
We will do all we can to maintain your privacy during a virtual visit, however if your loved one requires a member of staff to support them to use the technology please be aware that there is a chance that they can hear your conversation. We will let you know if this is the case.
Dropping off property
There may be occasions when a patient requires essential items to be brought in. Please ensure these essential items are kept to an absolute minimum as everything needs to be cleaned regularly.
Please note that valuable items (including jewellery, watches and money) should not be brought in. This is due to us not always being able to securely store valuables for patients.
All essential items should be bought in an easy to wipe clean bag which is clearly labelled with the patients name and ward.
For Wonford, the drop off point is situated in the PALS office in the Main Entrance and is available:
- Monday to Friday: 9.30am – 4pm
- Saturday to Sunday: 10am – 2pm
For the community hospitals, please contact the relevant hospital prior to dropping off any patient property - see our 'Sites and getting here' pages for contact details.
Links to more information
Please click on the following links for more information about how we can help:
Our team of friendly support staff in PALS are part of our wider Patient Experience Department.
The department is responsible for collating and analysing patient feedback. They report regularly through the Trust’s Governance system, to inform and facilitate improvements to our services. The Trust’s Patient Experience Committee is responsible for providing assurance to the Trust on patient experience.
PALS is open Monday to Friday from 9.30am to 4.30pm.
To contact PALS you can:
- Phone: 01392 402093
- Email: rde-tr.PALS@nhs.net