Patient Experience Service (PES)
The Patient Experience Service (PES) is a confidential service for patients and their carers and relatives who are receiving treatment from Southampton City Primary Care Trust (SCPCT) services.
The service is created to help them find answers to questions and concerns regarding care or treatment they receive or have received from us. As a patient, relative or carer, sometimes you may need to turn to someone for on-the-spot help, advice and support. This is where we can help - where possible, PES will help resolve problems and concerns quickly before they become more serious. However, you can make a formal complaint if you wish to and PES will let you know how you to do this.
If something is bothering you or your have a concern, you may wish to discuss this firstly with the nurse, doctor or member of staff looking after you although you can contact the PES service first if you prefer. If you are still concerned after you have discussed the issue with NHS Staff or you were not satisfied with the response, contact the PES office for help.
You can contact PES on: 023 8029 6929
or e-mail: patientexperienceservice@nhs.net
or submit a query via this website - see Contact us.
We will treat your query in the strictest of confidence.
PES can also help you in the following ways:
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Provide information to patients, carers and families about services locally and put patients in contact with relevant voluntary organisations and support groups
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Inform people of the complaints procedure and put them in touch with specialist independent advocacy services when they wish to make a formal complaint and take the matter further.
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Act as an early warning system for the Trust by monitoring problems that arise and highlight gaps in services or training by submitting anonymised reports for action.
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Operate in a network with other PES in the area to ensure a seamless service for patients who move between different services and care systems
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Liaise with healthcare and other professionals on your behalf.
Dental Helpline Service - for hard of hearing patients only, PES will assist with contacting the dental helpline in emergency cases.
Tel: 0845 050 8345
Our PES service operates within all of our Primary Care Community Services sites but does not cover the services operated under Southampton University Hospitals Trust (SUHT):
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Southampton General Hospital
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Princess Anne
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Eye Hospital
If you have any concerns or comments regarding treatment or care you are receiving or have received from any of these hospitals, please contact the PALS team located at Southampton General Hospital:
Tel: 023 8079 8498
Fax: 023 8079 8550
Email: PALS@suht.swest.nhs.uk
Mail: PALS, Mailpoint 81, Southampton General Hospital, Tremona Road, Southampton SO16 6YD
Or you can visit: Information Point, Main Entrance, Southampton General Hospital
Further information concerning Southampton University Hospitals Trust can be found on their website www.suht.nhs.uk
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