We made visits to the outpatient waiting areas at the hospital to ask people who were waiting what they would do if they were unhappy with anything at the hospital. We spoke to 155 people using a guided survey.
We found that:
- The roles of the Patient Advice and Liaison Service (PALS) and the complaints teams are not clear to Trust staff. There was inconsistency in the information patients were given and some information was not correct.
- The role of PALS is not clear to patients/visitors
- The Trust's 'We Are Listening' campaign was not being noticed by many people