The Trust aims to put patients at the heart of everything that the East London Foundation Trust does and provide the highest standards of care. They want to hear what you think to help them improve the services they provide. They are keen to hear when things have not gone well so they can learn from your experience. It is also good to hear when things have gone well so that they can build on good practice.
PALS is a confidential service which supports patients, relatives, carers or members of the public to get advice and information about our services and in navigating the NHS. Download our PALS leaflet here
PALS can help when you have concerns about the treatment and care we provide, when you need advice or don't know where to turn.
PALS provides confidential advice:
- To help you sort out any problems or issues you may have with a Trust service
- To enable you to make decisions about your care and treatment
PALS staff have a lot of knowledge and experience in sorting out problems that patients encounter with their services. They work closely with Trust staff to make sure you get the information you need. They aim to resolve concerns quickly, by liaising and working with staff.
How to Contact PALS
The PALS team can be contacted as follows FREEPHONE 0800 783 4839 or Email: elft.pals@nhs.net
You can get more information about the Trust's complaints procedure here.
You can download a copy of the Trust's PALS Complaints Policy here.You can download a copy of a Consent Form here
Please see the attached leaflet: Complaints Leaflet London
You can contact the complaints service by telephone FREEPHONE 0800 085 8354. Email elft.complaints@nhs.net or send a letter addressed to:
The Complaints Manager
FREEPOST RTXT-HJLG-XEBE
Complaints Department
Governance and Risk Management
East London NHS Foundation Trust
1st Floor, health E1
9 - 11 Brick Lane
London
E1 6PU
Telephone Number: 0800 085 8354
Email: elft.complaints@nhs.net
How to Make a Complaint
You can download and complete this patient consent form and scan it or send it by post to us with your complaint.
If you are contacting us on behalf of a relative or friend, we may need to obtain their consent to carry out an investigation. This is due to patient confidentiality.
POhWER
If you need help or support to make your complaint, please visit the POhWER web site at: https://www.pohwer.net/city-of-london. POhWER delivers a range of advocacy services in the City of London including Independent Health Complaints Advocacy. To make a referral to the advocacy services in the City of London, you can download the form at: NHS Complaints Advocacy referral form
If you would like to share your feedback about health and care services with Healthwatch City of London or are looking for local support, you can reach us via our email at: info@healthwatchcityoflondon.org.uk or via telephone: 020 3745 9563