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When things don't go to plan

The PALS office at RBCH and the Patient Experience Centre at Poole Hospital are currently closed to walk-ins, but continue to offer the same level of service to our patients, carers and visitors via our phone lines or email.

If you are contacting us regarding non-elective operations and procedures that you are waiting for please follow this link to our Coronavirus guidance page where the most up to date information is available:

We know that we don't get it right for our patients 100% of the time. If you are not happy with the care you receive while in hospital it is much better to tell someone while you are still here, so that we can do something about it. You can:

  • Ask to speak to the Ward Sister/Charge Nurse (or their deputy) on your ward.
  • Ask to speak to a member of the directorate management team in charge of the ward you are staying in.

If you have concerns and would prefer to speak to someone who has not been involved in your care please contact the Patient Advice and Liaison Service (PALS).

If you are wishing to raise concerns or complaints on behalf of a patient, we will need written consent from the patient or a full copy (15 pages) of Health and Welfare Power of Attorney to enable a reply to be provided to you. This is simply because we have a duty to protect every patient's right to confidentiality concerning their clinical treatment. The required consent form can be found here:

What is PALS?

The PALS and Complaints team at The Royal Bournemouth and Christchurch Hospitals NHS Foundation Trust is a patient friendly, easy-to-access service designed to provide a personal contact to assist patients, relatives and carers.

PALS and Complaints team can offer you on-the-spot advice and information when you have queries or difficulties regarding the hospital services or the care you have received.

They will listen to your concerns and help you find ways of resolving them.

They will also take note of what you tell them to help us improve our services for patients.

The PALS and Complaints department provides confidential, free advice and support and is independent to wards and departments in the Trust.

How can we help?

PALS can:

  • Advise you of the options available to you and help you to find the best way of resolving your problem
  • Provide information on NHS services
  • Deal with your problems in confidence and only pass on information to other people or departments with your permission
  • Keep you advised at all times of the progress of any action you ask us to take on your behalf
  • Use anonymised information from our contact with you to improve hospital services for the future
  • Not access your medical records or obtain information about you from staff without your permission
  • Ensure that no person who contacts the PALS and Complaints department will receive less favourable treatment from PALS on the grounds of their sex, marital status, race, colour, creed, religion, physical disability, mental health, learning difficulty, age or sexual orientation
  • Provide information and support to access other information including the NHS complaints procedure
  • Provide information about any aspect of the Trust's services
  • Liaison between professionals for patients
  • Auditing concerns and complaints to pick up trends and influence changes required to make improvements
  • Supporting patients and public involvement in care
  • Raising staff awareness of public concerns and issues.

If you have problems or difficulties

If you have a problem which has not been sorted out on the ward or in a department, PALS will help you to resolve it, or refer you to the appropriate person who will be able to assist you further.

Should you need to speak to a particular member of staff, PALS can contact the relevant member of staff and ask them to contact you.

How to contact PALS

Visit the PALS office

You can visit us between 9.30am to 4pm, Monday to Friday -we're in the main entrance atrium of the Royal Bournemouth Hospital.

Please note, due to our management of the coronavirus pandemic, we are currently closed to walk-ins. You can still contact us via phone or email.

Ask a member of staff

Please ask a member of staff on the ward or clinic you are attending. They will help put you in contact with the PALS team.

Contact number

01202 704886

If you call out-of-hours, please leave a message and a member of the PALS team will return your call as soon as possible.

Contact email

Please email the PALS team on


Making a complaint

If the PALS and ward staff are unable to resolve your concerns you can make a complaint by writing to the Complaints department.

You can do this via e-mail: or post to:

Complaints Department
PALS and Complaints
Royal Bournemouth Hospital
Castle Lane East


If you need any help or advice to make your complaint you can contact The Advocacy People. Their telephone information service is available on 0330 440 9000 from 10:00 - 17:00 Monday and 09:00 - 17:00 Tuesday to Friday and outside of these times a message can be left, alternatively you can e-mail them via: or text 80800 using keyword PEOPLE followed by your message. The service is also available via or you can write to them at:
The Advocacy People
PO Box 375
East Sussex
TN34 9HU


You said, we did

Concerns & Complaints Leaflet

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