Patient Experience Team

A service for patients, families, carers and staff. When you need advice, have concerns, or don't know where to turn   PALS will:

  • offer advice and support
  • help sort out problems quickly
  • assist with any problems relating to language or disability
  • provide information about health services
  • listen to concerns, suggestions and queries
  • point you in the right direction
  • explain how to make a formal complaint or provide leaflets explaining the process
  • signpost external advocacy, if required
  • explain how you may access your medical records.

Contact Details

Doncaster Royal Infirmary, Bassetlaw Hospital and Montagu Hospital                                                 

Tel: 01302 642764                        

Freephone: 0800 028 8059                                                                                                                  


PALS staff will ensure that a response is made, whichever telephone number is used.

Written communication can also be sent  to:

Patient Experience Team                             
Doncaster Royal Infirmary                                                 
Armthorpe Road                                                                    
Doncaster DN2 5LT

To submit a Your Opinion Counts form, please click here.

To download a Your Opinion Counts form please click on the link.

A specific Your Opinion Counts form for Children is available from the Children's Hospital.

Some frequently asked questions are:

Q How can I pass on an idea, compliment or concern?

A The Trust invites all users of the service to comment on their experience by completing a 'Your Opinion Counts' form. You can either add your name and address in order to receive a reply within 14 working days, or, if you choose, remain anonymous.

Around the Trust's hospitals, you will see boxes with 'Your Opinion Counts' forms for you to fill in and put in any of the collection boxes. All forms completed will be dealt with by the person in charge of the area on which you are commenting. Your views will be discussed in quality improvement meetings and staff meetings, so you can be assured that your concerns will be noted and, where possible, used to make the service better.

 Q What if I am not happy with the service?

A If you are not happy with the care or treatment you have received in the NHS, it is important that you tell those responsible as they can only put things right if you let them know what has happened. You will not be treated any differently because you have made a complaint. Any lessons learnt are always used to improve the services provided to patients. In the first instance, you can speak to the person delivering the service - the doctor, nurse, or receptionist, for example - or the person in charge of the department. You may find that by discussing your problem in this way, it can be resolved immediately.

You may prefer to discuss your concerns with a member of the PALS team. The contact details for PALS are at the top of this page. 

We recognise, however, that you may not always find it practical or desirable to deal with your dissatisfaction in this way. If you want to put your complaint in writing, you should address your letter to: 

Chief Executive                                                                 
Doncaster & Bassetlaw Hospitals NHS Foundation Trust
Armthorpe Road                                                                     
Doncaster DN2 5LT

The Chief Executive is responsible for all services provided by the Trust.

You may wish to discuss your complaint with someone independent of the Trust. The Independent Complaints Advocacy Service (ICAS) offers clients a free information service. For more information, call 0300 456 8349.

To view the Trust's Policy and Guidance for Handling Complaints, please click here.

Bereavement Team                                                    

Bassetlaw Hospital

Doncaster Royal Infirmary/Montagu Hospital 


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