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PALS (Patient Advice and Liaison Service) Bedford Hospital

We hope the standard of treatment and quality of care you or your loved one received at Bedford Hospital was high. We recognise that there is always room for improvement and it is through your feedback that we can improve.

We want to know what you think of our services and there are several ways you can get in touch for support and advice; raise a concern; or give a compliment.

Inpatient stay

The quickest way to give us your feedback is to speak to a member of staff caring for you or your loved one. If you are staying in hospital, ask to speak to your ward sister or matron.

If you are not satisfied after speaking to the ward sister or matron you may contact the PALS (Patient Advice and Liaison Service) team.

PALS

The ward sister or matron should be able to help you if you have an issue while an inpatient. However, if you still feel like your issue has not been resolved, you can speak to the PALS team.

PALS provides advice and support to help you resolve any queries, issues or concerns you or your loved one has with any aspect of services delivered by Bedford Hospital. We can:

  • help you to resolve problems or issues that you have about our hospital services;
  • listen to your comments, compliments or concerns about services provided in our hospital; and
  • give you information about the formal complaints process and independent advocacy services.

Contacting PALS

You can visit us at the PALS office from Monday to Friday between 09.00 – 16.00.

Phone us on 01234 795814. You may get an answering machine if the team is busy. Please leave a message and we will return your call as soon as we can.

Email us at [email protected]

Write to us using the following address:

PALS
Bedford Hospital
South Wing
Kempston Road
BEDFORD
MK42 9DJ
United Kingdom

Next of Kin Liaison Service

To reduce the spread of infection, we are not currently allowing visitors to adult patients in our hospital.

This will help us to minimise the number of people in the hospital and reduce the risk of spreading infection to protect our patients and staff.

There may be some other exceptions to this on compassionate grounds which we will discuss with you on an individual basis.

Friends and family are encouraged to keep in touch with patients, using their own mobile phones where this is possible.

However we know this will not work for everyone and so to support communication at this anxious time we are providing a NEXT OF KIN liaison service to those patients whom we have identified as requiring this service. This will service will provide your nominated next of kin with a general daily update between the hours of 13:30 and 16:30 every day of the week.

We ask that this individual then provide other family and friends with any updates as the service will not be able to provide information to anyone that is not a listed as NEXT OF KIN, except in some very specific and exceptional circumstances.

We are unable to specify call times during the 13:30 – 16:30 time period and ask that you be patient if you are awaiting a call.

Should you fail to receive a call back during this time and are concerned our helpline is also available on 01234-730500.

Thank you for your support and understanding during these challenging times.

Healthwatch

Healthwatch Bedford Borough is the independent consumer champion which gathers and represents the views of the public. It seeks to ensure that the views of the public and people who use health and social care services are taken into account when they are working with service commissioners and providers. Healthwatch Bedford Borough is commissioned by Bedford Borough Council to be the local consumer champion for publicly funded health and social care. It delivers services which can be summarised as:

– Influencing – helping shape the planning of health and social care services
– Signposting – helping people access and make choices about care

Contacting Healthwatch

Phone on 01234 866477

Email on [email protected]

Learn more at www.healthwatchbedfordborough.co.uk