Evaluation Forms Analysis
April 2012 – March 2013
PALS Evaluation Forms are sent out monthly, randomly 1 to every 10 enquiries received. The information below is based on the returned evaluation forms. The service has dealt with 1569enquiries between April 12 – March 13 and sent out 148 forms,of these 62(42%) were returned.
How did you find out about us?
Posters- 6%
Leaflets-10%
Signs- 5%
Relatives/friends-21%
Other Patients- 3%
From Staff-44%
Other, please specify-29%(word of mouth, Doctors surgery,
Social worker, GP receptionist, visiting the hospital,
Doctor, staff (retired), GP, saw office when visiting hospital, I wanted to make a complaint and was
given PALS number/contact, Previous Health employee, Internet, prior knowledge through previous employment, NHS website, Among family and locals no one could tell me where to complain, so I wrote to London, District Nurse, Previous NHS employee, Rang to complain).
Unanswered-0%
Where else would you like to see publicity for PALS?
everywhere people go in the hospital. There is a need for your PALS!!,
On the wards(x2)
More posters, moreleaflets left in hospitals and doctors, also health centres,
Facebook, Information should be put in with every appointment letter sent out.
Notice boards in shops, TV (x5), Radio(x7), Local Press/Press (x2),
GP/Doctor's surgeries (x9), All patient literature, Leaflets, Waiting areas, notice boards, “Bold Print” large posters, toilets, public transport, podiatrists, Library (x4), On-line, In hospital departments, By putting a poster in each ward, Anywhere possible, Dentist (x2),
Doctors Waiting Rooms, all public offices and venues. Hospital waiting areas, Notice given to each patient, Children’s Centres.
Are you a?
Patient-64%
Friend/Relative/Carer-34%
Staff- 0%
Other- 2% (Staff –retired)
Unanswered- 0%
Were we able to help?
-78%
- 11%
- 3%
Unanswered- 8%
Comments:
You found out that the pills needed by my husband were in A&E so why weren't they given?
PALS very helpful. Hospital staff were not able to provide services as promised by PALS
No but they were extremely considerate and supportive
How helpful did you find PALS staff?
-87%
- 8%
- 2%
Unanswered- 3%
Comments:
Very, very helpful
The lady I dealt with was excellent
Would you come to PALS again?
-87%
- 6%
- 2%
Unanswered- 5%
Comments:
yes you cared, no one else did!!
Yes I have now used you twice and with excellent results
Yes very helpful
Did you feel you were treated differently as a result of raising a concern with PALS?
-48%
- 7%
- 37%
Unanswered- 8%
Comments:
No not byPALS that is, thank you. Elsewhere that was another story
We were not treated differently at all
Yes amazingly the results appeared
Yes - very much so, my problems were sorted out on both occasions
Not differently but got an explanation from the relevant dept as to why there had been a communication problem
Very much so - what a difference
If referred to another organisation were they able to help?
- 13%
- 5%
- 1%
Unanswered/Not applicable- 81%
Only 19% of patients of the 62 who returned their forms were referred to other organisations. 13% were satisfied with the service provided.
If referred to another organisation what was their name?
Macmillan Cancer Care
Durham/Darlington PCT
Own Practice
NHS Loan Equipment
Macmillan Nurses
PALS at Sunderland Hospitals - have not got back to me (Contacted Sunderland PALS who will look in to further and possibly contact lady direct)
Overall were you satisfied?
-82%
- 10%
- 5%
Unanswered- 3%
The form asks for any comments on the service provided by PALS. Some of comments received were:
Very, Thank you
PALS were great. It was just unfortunate hospital staff denied all knowledge of advice given & an alternate solution had to be sought
I have used PALS twice and both times they phone back straight away and get the answer the same day or as soon as possible can, but keep in contact with you all the time.
Yes we were very satisfied with the service that PALS provided and we would recommend this service to anyone. Thank you.
Staff were lovely. They chased up the problem I had quickly and respect was shown all the way until they resolved the problem. I wouldn't of known where to start.
Very fast response after waiting 2 months for mam's results
Extremely pleasant & polite lady dealt with me. She did pass my complaint about my records showing "Did Not Attend" which I was NOT informed about.
Choose & Book admitted their mistake through PALS but department did not contact me direct.
Very satisfied. Excellent service and contact
After being on Medical Admissions my clothing and house keys went missing by the time I was taken to ward 11. PALS had a claims form sent to me although I am still waiting to hear back from ward.
I was grateful that I was able to be seen straight away when I approached the PALS desk. Thank you.
Very grateful for advice from lady on the desk
Very helpful
Both myself and my sister in law had tried for 7 days and spoke to nurses, Start Team manager & assessor hospital duty social worker etc with no success, one phone call to PALS and the problem was sorted. Can't thank them enough.
Very satisfied
I said I was satisfied with the feedback provided by the hospital via PALS at the time, but on contemplation I do not feel my complaints were taken seriously. (Concerns reviewed by PALS Manager and response did address all lady’s concerns)
Unhappy with response felt it didn’t fully address concerns. (further letter sent to lady apologising if she felt her concerns had not been fully addressed, suggested that we could investigate further however lady declined. Agreed to forward lady’s further comments to appropriate staff)
Gentleman not entirely satisfied with feedback following investigation. Gentleman felt the complaint was dismissed as an external mail problem.
Treated with understanding and care. Acted in a totally professional manner, made to feel what my concerns were important. Thank you
Very helpful, very easy to talk to.
Referred to Modern Matron for ward 9. My complaint centred around the staff nurse on the ward. There was no later feedback from matron.