If you need to speak to someone about an upcoming appointment, please contact the number of your appointment letter.

If you have received text message appointment reminders, you can also let us know if you’re unable to attend your appointment by replying to the text message reminder that has been sent to you.

• If your appointment is no longer needed, reply to the text message with ‘CANCEL XXXX’ [the 4 digits included in the text message].
• If you need to rearrange the date, reply with ‘REBOOK XXXX’ [the 4 digits included in the text message].

Unfortunately, the PALS team are unable to rearrange or cancel appointments and do not have access to Consultant or outpatient clinic diaries.

Unfortunately, the PALS Team are not able to change your place on a waiting list or bring your appointment forward.

We understand that waiting for an appointment can be frustrating. Please know that appointments are allocated based on clinical need, the severity of the condition, and the availability of services. This ensures that everyone receives the care they need in a fair and timely manner.

While we value your feedback and concerns, we cannot move patients up the waiting list simply because they have made a complaint. Our goal is to provide the best care for all patients, and we must follow this process to ensure fairness.

If you feel that your condition is worsening or you need to be seen sooner, please contact the team providing your care. Their contact details will be on your appointment or clinic letter. You can also speak with your GP if you have any concerns about your health.

If you have a concern about a patient who is currently an inpatient with us, we recommend speaking with the Nurse in Charge (Senior Sister), Ward Manager or Matron in the first instance. These staff will be more familiar with the patient’s condition and treatment plan and are best placed to answer questions or address concerns.

However, please be advised that we place great emphasis on the need for the strictest confidentiality in respect of our patients. We will not divulge any information about a patient unless we are given permission by the individual or their next of kin. Please do not contact wards directly for condition updates without prior agreement.

Individuals have the right to obtain a copy of their personal information which is known as a Subject Access Request (SAR). Under the Data Protection Act (2018), individuals have the right to access information held about them including their Medical Records.

If you would like to make a request to access your medical records, or to make a request on behalf of someone else, please visit our Access to Medical Records page.

We advise patients and visitors to avoid bringing in excessive amounts of cash (our shops, cafeterias, vending machines and parking ticket machines all accept card and contactless payments) and valuables into hospital. For inpatients, we can only accept responsibility for items documented and taken into safekeeping. Unfortunately, we cannot be responsible for any personal items or cash that a patient keeps with them.

If your property is misplaced or lost, in the first instance, please contact the ward or department you were on, as we do not have a centralised lost property service.

Across our three sites, different wards operate different visiting hours, so please speak directly with the ward you are visiting to confirm their visiting hours, and any guidance on numbers, infection control, etc.

You can find more information about parking at our three main sites on our parking page.

We understand that, at times, parking at our hospitals can be incredibly difficult due to the number of patients and visitors we see. We are working closely with our local communities to rectify these issues and we thank you for your patience while we progress with these projects.

If you are contacting us following a bereavement, we would like to offer our sincerest sympathies and condolences for your loss. At this difficult time, it can feel like there are lots of things to arrange, and people to speak to, and it can at times feel overwhelming.

If the patient was an inpatient at the time of their death, and you have a query about what happens next, please contact our Bereavement Service.

Our team are on hand to help with any information you may need about the Worcestershire Acute Hospitals NHS Trust (Worcestershire Royal Hospital, Alexandra Hospital, and Kidderminster Treatment Centre) and to deal with any concerns you may have about your care.

If you have a concern about treatment or care in one of our hospitals you can speak with a member of the PALS team, who will try to help you resolve issues promptly by putting you in touch with a relevant manager within the Trust. PALS can be particularly helpful if your issue is immediate and you need action quickly

• PALS  focuses on resolving issues as well as dealing with questions, suggestions and concerns
• PALS can guide patients, their carers and relatives through the different services available
• PALS can support with accessibility and communication queries and concerns
• PALS helps the organisation learn from patients’ experiences and comments
• PALS provides confidential support, advice and information if you have queries about services provided by one of our hospitals.

We will: 

• Liaise with staff on your behalf and signpost you to a relevant manager who will then contact you
• Refer you to outside advocacy services should you need them
• Ensure that the quality of service respects users’ rights, dignity and cultural values

The PALS team aim to respond to you within one working day, however, during periods of high levels of contact this may be slightly longer. Please be assured we will be in touch as soon as possible.

• PALS is an informal service for addressing concerns, enquiries and feedback. For information about raising a formal complaint visit our Complaints page.
• PALS is not a clinical service and our PALS officers are not medically trained. PALS cannot provide medical advice, change clinician decisions or expedite referrals.
• PALS does not have access to waiting lists or appointment diaries. If you wish to discuss an upcoming appointment please contact the Booking Services indicated on your appointment letter.
• If you wish to discuss your place on a waiting list, please contact the clinical team or Medical Secretary for the Consultant you are under.
• Our PALS officers are only able to help with services provided by our hospitals.