Patient Advice and Liaison Service

Unfortunately our PALS and Complaints teams are experiencing delays in answering and responding to your phone calls and emails at this time. We are working hard to rectify the situation as we appreciate the additional distress this will cause. We have provided additional sign-posting that we hope you will find helpful for your concern otherwise please be advised that an added delay in our response time, for new queries, will be experienced. Thank you for your cooperation and understanding.

Assistance in respect of a patient who is currently in our care

In the first instance, please contact the ward itself via the hospital switchboard on 01322 428100, and ask to speak with the nurse in charge (ward contact numbers can also be found on our website under the Services tab). It may also be helpful to request to speak to the Matron for that area, who will also be able to support you with your enquiry, and help to prevent unnecessary delays.

Results

Please note that PALS is not a clinical service, and as such, we cannot provide medical advice, information or results – for this you would need to speak with the referring clinician, or with the Consultant responsible for your care.

Waiting Times

We thank you for your patience during this challenging time, please be assured that patients will be booked in line with clinical requirements and in chronological order. We are working hard to return to normal, and are commencing a staggered restart for surgical operations. You will be contacted when there is a planned date for your surgery. Current waiting times for routine surgery can be found here https://www.dgt.nhs.uk/services/a-z-services/theatre-scheduling

Please note that PALS officers are unable to bring forward appointment or surgery dates.

Medical Records

If you would like information on how to request a copy of your medical records, please contact our Health Records Department on 01322 425381 or by email at dgn-tr.sarsrequests@nhs.net

Due to government advice surrounding Coronavirus and social distancing, regrettably we are no longer able to provide a walk in PALS service.

We still want to help you with you queries or concerns. Please contact the PALS team on 01322 428382 or email us at dgn-tr.PALS@nhs.net and we will help you as quickly as possible.

We apologise for any inconvenience and thank you for your cooperation.

The Patient Advice and Liaison Service (PALS) is a confidential service for people who would like information, help or who wish to comment about any aspect of the services provided at the hospital. The PALS officer provides the opportunity for you to raise in confidence any issues and comments that you have about the care and service you receive from staff. PALS help the hospital to improve its services for patients.

PALS offers support, information and help to patients, their families and visitors. They can help you to sort out your issues by speaking on your behalf to anyone involved in your care, or the care of your relative or friend.

PALS will not speak to anyone about your concerns unless they have your permission to do so.

The service offered by PALS is informal, impartial and confidential.

PALS will:

Act as a listener to help resolve issues that are concerning you
Provide advice and information to help you access other NHS and Local services
Advise and support you, your family, visitors and carers
Listen to your suggestions, queries and concerns
Help sort out problems on your behalf
Provide advice on how to make a formal complaint
We can also advise you if you would like to become more directly involved in improving your hospital.

Patients, carers relatives, visitors, NHS staff and community organisations

How can I obtain a copy of my / my relative’s hospital records?

Details on how to access medical records are available HERE. You can also contact the Health Records Team on 01322 425381 or email dgn-tr.healthcarerequests@nhs.net

How can I cancel or re-arrange an appointment?

Most appointments can be changed or cancelled by calling the Outpatients Appointments Department on 01322 428350, Monday to Friday, 08:30 to 17.00, however please refer to your appointment letter first for contact details. You can also change or cancel your appointment by completing our online form PALS do not have the facility to cancel or change appointment dates.

Can my admission date be brought forward?

Planned or elective admissions are arranged in accordance with clinical need. If your condition has significantly changed since you were placed on the waiting list or since you were last seen in clinic, you should contact your GP who can reassess the clinical urgency and let our specialists know.

What do I do if I need to cancel or change my operation date?

Any queries relating to admission dates should be directed to the Theatre Scheduling Team. Please contact the main hospital switchboard on 01322 428100 and ask to speak to the speciality team within Theatre Scheduling (i.e. Urology, Gynaecology). Unfortunately, PALS cannot arrange or change admission dates. You can also complete an online cancellation form available HERE.

My last admission to hospital was cancelled. Can you guarantee it won’t happen again?

Unfortunately, we can never offer such a guarantee, due to the unpredictable nature of the hospital environment. Our hospital has a busy emergency department which means we cannot always be certain of the number of patients who may need to be admitted as an emergency. We monitor our bed situation extremely closely and will do all we can to honour admission arrangements. However, patient safety is our priority and cannot be compromised.

How do I make a complaint?

PALS will do all they can to help address concerns that do not need a full investigation or a written response. However, if you wish to make a formal complaint please write to the Complaints Department, Dartford & Gravesham NHS Trust, Darent Valley Hospital, Darenth Wood Road, Dartford DA2 8DA or email dgn-tr.complaints-dvh@nhs.net

How do I make a complaint about the Patient Transport (G4S)

Complaints or compliments regarding patient transport should be directed to 0800 096 0211, km.pts1@nhs.net, or by post at Kent and Medway PTS Contract, Swift House, 18 Hoffmanns Way, Chelmsford, Essex, CM1 1GU. Feedback can also be given online at w ww.km-pts.co.uk.

Some items of property went missing during my recent stay, can you help to find my lost property?

We discourage patients from bringing valuable items in to hospital with them, to reduce the risk of items being lost or damaged. However, we realise that some items are essential, such as glasses, dentures and hearing aids. If you have any of these items with you, please make sure that the nursing team are aware. Dartford and Gravesham NHS Trust is unable to accept responsibility or any liability for damages suffered or any loss, however caused to personal property whilst on our premises. However, the PALS team will do their best to locate any lost property by liaising with the relevant wards/departments. Any decision to reimburse will be taken by senior staff responsible for the ward or department concerned. Please complete the attached Report of Loss Form and return it to the PALS team at the main hospital address.

Please complete this form to report a loss / theft / damage to property occurring on the premises of Dartford and Gravesham NHS Trust.

Reporting a Loss / Theft / Damage Form

Contact Details

PALS
Darent Valley Hospital
Darenth Wood Road
Dartford
Kent DA2 8DA

Telephone: 01322 428382

Email: dgn-tr.PALS@nhs.net (*)

(*) To ensure that we are able to investigate your concerns without delay, please ensure you provide your name, correspondence address, daytime telephone number and as much detail in your message as possible.

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