Patient feedback

The Trust is committed to providing high quality services and will do everything possible to make sure that your experience of using our services is positive and helpful. We are constantly developing the services we provide and would welcome any feedback you may wish to provide us with.

Patient Advice and Liaison Service (PALS)

Our Patient Advice and Liaison Service (PALS) is an accessible, confidential, free service that supports people by listening to their views and concerns. It aims to resolve problems and concerns quickly before they become serious, negotiating solutions to concerns before they become complaints.

PALS staff liaise with and complement the work already being done by clinical staff such as doctors and nurses. It is an information point for service users, carers and families about local health services, voluntary organisations and support groups. It is also a gateway to the complaints procedure and specialist independent advocacy services.

PALS also acts as an early warning system for the Trust and the Patient and Public Involvement forum that monitors problems as they arise, highlighting gaps in services and staff training and submitting anonymous reports for action.

Friends and family test

Patients accessing CWP’s services are now able to give their feedback on their experiences of care and treatment via the friends and family test (FFT). CWP has introduced FFT as part of NHS England’s national roll out of the scheme following its implementation in acute care settings and GP practices.

People who use our services will be able to use the FFT to provide anonymous feedback by answering a single question that asks them to rate the service and then add free-text comments to explain their views or make suggestions. The test is intended to capture positive comments as well as to identify areas for improvement.

All service users will be offered the opportunity to complete a questionnaire on review of care, transfer or discharge.