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You said, we did:

Patients, their carers and families regularly give us feedback about their experiences of our services through our Patient Advice and Liaison Service (PALS) and Complaints Service.

The following examples highlight how we have used this information to implement learning and improvement based on your feedback:

Patient information:

  • A patient told us that they needed more guidance on wound dressing. We produced a patient information leaflet for first time wound arrangements and subsequent dressings, which is available from Teddington Memorial Hospital’s Walk-in Centre.

  • A patient told us that they were unsure how the re-referral procedures work at Teddington Memorial Hospital. We produced a patient information sheet which is given to patients on discharge, which explains the re-referral process.

  • As a result of feedback about foot care information for patients with diabetes, our podiatry service produced a foot care information leaflet for people with diabetes who have high risk feet.


Patient experience: 

  • A patient told us about their concerns with access to our diabetes and dietetic service. As a result of this feedback, nursing staff now provide their work mobile telephone numbers to vulnerable patients to enable direct communication during office hours.

  • Feedback received from a patient relative regarding our Community Nursing Service led to review and implementation of photographic evidence to improve wound care.

Patient access:

  • A patient told us that they had experienced difficulties with audiology appointment availability. We increased our audiology appointment availability through outreach clinics, and introducing a monthly clinic on Saturdays. 

Let us know your feedback:

Our Patient Advice and Liaison Team (PALS) is here to here to listen to and support you. We aim to learn from, and use what you tell us to improve our services.

Let us know your feedback by contacting our PALS team on 0800 953 0363, or visit www.hrch.nhs.uk/pals to find out more.

A district nurse treats a patient in their home