Patient Advice and Liaison Service (PALS)

How can PALS help?

We offer an informal, impartial and confidential service for anyone who may need on the spot advice, support or information. 

We help you sort out any concerns you may have about the care we provide. We pass on your comments to the right people and answer your enquiries in an empathetic, efficient and professional manner. We work closely with colleagues around the Trust to make this happen. 

Our PALS officers can help patients, their carers and families. If you want to make a formal complaint PALS can direct you to the right team. 

What happens to my query when I have finished speaking with the PALS?

If we are dealing with a problem on your behalf, we will speak to the service concerned to try to resolve this for you. 

If we are dealing with a concern or a complaint for you, we will speak with the complaints officers who can then support you to take your complaint forward for investigation. You will receive an acknowledgment of your complaint and an outcome letter once the investigation into your complaint is complete. 

How to contact PALS

You can call PALS on 0300 123 1732 oremail: This email address is being protected from spambots. You need JavaScript enabled to view it.

More about what the PALS does:

Our PALS team are on hand to help with any information you may need about the Worcestershire Acute Hospitals NHS Trust and to deal with any concerns you may have about your care.

If you have a problem with treatment or care in one of our hospitals you can speak with a member of the PALS team, who'll try to help you resolve issues quickly. PALS can be particularly helpful if your issue is urgent and you need action immediately

  • PALS can help resolve your problem on the Ward/Clinic
  • PALS  focuses on resolving issues as well as dealing with questions, suggestions and concerns
  • PALS is a confidential advice, support and information service on health-related matters
  • PALS can advise on how to connect with loved ones with restricted and compassionate visiting in place at this time
  • PALS can guide patients, their carers and relatives through the different services available
  • PALS can support advice and information if you have queries about medical care
  • PALS can support with accessibility and communication queries and concerns
  • PALS helps the organisation learn from patients' experiences and comments
  • PALS listens to your suggestions for improving services and health care
  • PALS responds to your concerns if you are unhappy with an aspect of your healthcare  
  • PALS deals with your problems in confidence
  • PALS can give advice about the formal complaints process 

We will: 

  • Help you to resolve your problem on the ward or in the clinic
  • Talk to staff on your behalf
  • 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 will contact you within two working days of your approach to our service. 

Draft Patient Information webpage 2

Please click here for the printable (PDF) version of this leaflet: 

Leaflet WAHT PI 0739ECHOCARDIOGRAM

Patient Information Factsheet – Echocardiogram

Before my Appointment

**Please be aware that you are likely to experience delays when trying to park your car at the hospital – therefore please aim to arrive at the hospital 30 mins before your appointment time to avoid being late for your scan. If you are more than 10 mins late for your appointment your scan may be cancelled and rescheduled for another date**

This leaflet has been written to provide information about a test that allows a Physiologist (a specially trained technician) to examine your heart using ultrasound waves (Echocardiogram). We hope it answers some of your questions or concerns you may have about the test. It is not intended to replace talking with medical, nursing or technical staff.

 

What is an Echocardiogram?

An echocardiogram or ‘echo’ is a scan that uses ultrasound to produce pictures of your heart to examine its contraction and see how your valves function.

Are there any risks involved?

The scan doesn’t have any side effects and doesn’t use radioactivity.

How is my scan performed?

The scan may take up to 40 minutes. You will be asked to undress to the waist & you’ll be provided with a hospital gown to wear. You’ll need to lie on a couch where an ultrasound probe covered by a small amount of gel is placed on the centre of your chest.

Will I experience any pain or discomfort during the scan?

You may experience some discomfort during the scan as a degree of pressure may be applied by the operator to obtain the best images possible.

Who will perform my scan?

Your echo will be carried out by either a male or female cardiac physiologist or cardiac doctor.

Can I bring a companion?

You may bring a friend or family member with you to stay with you during the scan. If this is not possible, or there are other personal issues that we should consider, please ask to discuss these in confidence on arrival. Every effort will be made to accommodate your needs.

After my appointment

Once the scan is completed you can get dressed and leave. You can drive to and from your appointment.

What happens to my scan report?

A Specialist Cardiac Physiologist or cardiac doctor will examine your ultrasound pictures and write a report which will be sent to the doctor who requested the scan. The operator cannot give you any results during or after the procedure.

 

If your symptoms or condition worsens, or if you are concerned about anything, please call your GP, 111, or 999.

Patient Experience

We know that being admitted to hospital can be a difficult and unsettling time for you and your loved ones. If you have any questions or concerns, please do speak with a member of staff on the ward or in the relevant department who will do their best to answer your questions and reassure you. 

Feedback

Feedback is really important and useful to us – it can tell us where we are working well and where improvements can be made. There are lots of ways you can share your experience with us including completing our Friends and Family Test – cards are available and can be posted on all wards, departments and clinics at our hospitals. We value your comments and feedback and thank you for taking the time to share this with us.

Patient Advice and Liaison Service (PALS)

If you have any concerns or questions about your care, we advise you to talk with the nurse in charge or the department manager in the first instance as they are best placed to answer any questions or resolve concerns quickly. If the relevant member of staff is unable to help resolve your concern, you can contact the PALS Team. We offer informal help, advice or support about any aspect of hospital services & experiences.

Our PALS team will liaise with the various departments in our hospitals on your behalf, if you feel unable to do so, to resolve your problems and where appropriate refer to outside help.

If you are still unhappy you can contact the Complaints Department, who can investigate your concerns. You can make a complaint orally, electronically or in writing and we can advise and guide you through the complaints procedure.

How to contact PALS:

Telephone Patient Services: 0300 123 1732 or via email at: This email address is being protected from spambots. You need JavaScript enabled to view it.

Opening times:

The PALS telephone lines are open Monday to Thursday from 8.30am to 4.30pm and Friday: 8.30am to 4.00pm. Please be aware that a voicemail service is in use at busy times, but messages will be returned as quickly as possible.

If you are unable to understand this leaflet, please communicate with a member of staff.

 

Reference code: WAHT-PI-0739                 Version 1                Approval Date: 05/02/2020                Review Date: 05/02/2023

Registering a QI project

All quality improvement projects must be registered with the Improvement Department, irrespective of the level of QI coaching or QI facilitation requested of the Improvement Team. This is to ensure consistency of process, shared learning and the ability to report on improvements undertaken throughout the Trust.  

If you are unsure whether your project is a Quality Improvement project, please refer to the table below. 

To register a project, please click here

Screenshot 2020 12 16 at 12.15.26

Draft Patient Information webpage

Please click here for the printable (PDF) version of this leaflet: 

Leaflet WAHT PI 0881

USE OF PROBIOTICS IN PRETERM INFANTS

What is different about feeding premature babies?

We know that premature babies tolerate milk best if it is introduced gradually. Until they are able to tolerate enough milk, we feed most premature babies with a special intravenous liquid feed called Parenteral Nutrition (“PN”) which contains amino acids, sugar, fat, vitamins and minerals to help your baby to grow.

Some babies find digesting milk difficult and take longer than others to manage this. Most babies remain well, but around 2-5% of very low birthweight babies can become unwell with a condition called ‘NEC’ (Necrotising EnteroColitis) in which there is inflammation of the gut.

Many babies who get NEC recover fully, but it can sometimes be serious, sometimes needs an operation, and can occasionally be life-threatening.

What are probiotics?

Probiotics are harmless bacteria that live in our gut, and help to keep our intestines healthy. They can stop harmful bacteria growing in the intestine and can help prevent conditions such as diarrhoea (gastroenteritis) and necrotising enterocolitis (NEC).

It is a treatment that contains the friendly bacteria that would usually be found in the intestine of breast-fed babies born at term. It is similar to drinking live yoghurt products. The bacteria are obtained by purifying a yoghurt type liquid, so that your baby does not receive the milk component.

Probiotics in babies has been standard treatment in many neonatal units worldwide for many yearsand a growing number of neonatal units in the UK give probiotics like Labinic routinely to preterm babies.

How are probiotics taken?

Labinic is given with milk feeds. It is given daily until your baby reaches 34 weeks corrected age, or may be continued if there are difficulties with tolerating milk feeds.

What are the benefits?

Preterm babies frequently have unusual bacteria in their intestines, often as a result of other treatments we need to use, such as antibiotics. These unusual bacteria can increase the risk of serious diseases, such as Necrotising Enterocolitis (NEC), which is a severe inflammatory disease of the bowel. Probiotics work by replacing these with normal bacteria, and by strengthening your baby’s immune response to infection.

There is good research evidence that probiotics protect babies, reduce NEC and improve babies’ ability to tolerate milk feeds.

Are there any risks?

Research has shown probiotics to be safe and well tolerated when given with milk. They may occasionally cause abdominal discomfort, diarrhoea and /or flatulence. Infection is possible but very rare and usually relatively minor and easy to treat according to published literature for probiotics in general. In the unlikely event that this happens we have antibiotics available that kill the probiotic bacteria. Probiotics may be temporarily stopped if your baby becomes unwell or feeds are stopped for any reason.

Are there alternatives?

There are no alternatives to probiotics. However, there are a number of different brands supplying probiotics.

If you would like further information on the probiotic your baby is receiving, please speak to the nurse/doctor looking after your baby.

Any further questions?

Please feel free to discuss this with the nurse caring for your baby or the consultant on duty, who will answer any queries you may have.

There is also the supplier’s information webpage at www.biofloratech.com

 

If your symptoms or condition worsens, or if you are concerned about anything, please call your GP, 111, or 999.

Patient Experience

We know that being admitted to hospital can be a difficult and unsettling time for you and your loved ones. If you have any questions or concerns, please do speak with a member of staff on the ward or in the relevant department who will do their best to answer your questions and reassure you. 

Feedback

Feedback is really important and useful to us – it can tell us where we are working well and where improvements can be made. There are lots of ways you can share your experience with us including completing our Friends and Family Test – cards are available and can be posted on all wards, departments and clinics at our hospitals. We value your comments and feedback and thank you for taking the time to share this with us.

Patient Advice and Liaison Service (PALS)

If you have any concerns or questions about your care, we advise you to talk with the nurse in charge or the department manager in the first instance as they are best placed to answer any questions or resolve concerns quickly. If the relevant member of staff is unable to help resolve your concern, you can contact the PALS Team. We offer informal help, advice or support about any aspect of hospital services & experiences.

Our PALS team will liaise with the various departments in our hospitals on your behalf, if you feel unable to do so, to resolve your problems and where appropriate refer to outside help.

If you are still unhappy you can contact the Complaints Department, who can investigate your concerns. You can make a complaint orally, electronically or in writing and we can advise and guide you through the complaints procedure.

How to contact PALS:

Telephone Patient Services: 0300 123 1732 or via email at: This email address is being protected from spambots. You need JavaScript enabled to view it.

Opening times:

The PALS telephone lines are open Monday to Thursday from  8.30am to 4.30pm and Friday: 8.30am to 4.00pm. Please be aware that a voicemail service is in use at busy times, but messages will be returned as quickly as possible.

If you are unable to understand this leaflet, please communicate with a member of staff.

 

Reference code: WAHT-PI-0881        Version 1         Approval date:18/11/2020         Review date:18/11/2023