Our patient experiences department

Our patient experiences department brings together all the feedback we receive from inside or outside of our organisation. This department has responsibility for:

• Our Patient Advice & Liaison Service (PALS)
• Complaints
• Safeguarding (child protection and vulnerable adult reporting)
• Incident reports (both from our own staff and other health and social care colleagues)
• Community liaison (‘frequent caller’ project and the development of a care plan approach in relation to patients who exhibit challenging behaviour) 
• Freedom of information
• Serious untoward incidents

We are committed to offering our full cooperation with any serious untoward incident (SUI) investigation. Guidance from NHS London on SUIs outlines the obligations for trusts to work together. The guidance makes it clear that it is the responsibility of the organisation reporting the SUI to ensure that other NHS organisations are informed of the SUI if it relates to them.

If your Trust is considering declaring a SUI, or has already declared a SUI, we should be pleased to receive notification. Please email our patient experiences department and mark your notification ‘SUI’.