The Trust puts patients and service users at the heart of everything we do in our aim to provide the highest standards of care. We recognise that we don’t always get things right. We are keen to hear when things have not gone well so we can learn from your experience.
We also value positive feedback so that we can build on good practice. Tell us your suggestions, comments, compliments or where things could have gone better via our Feedback Form.
We Want to Hear From You
ELFT wants to ensure you receive a high quality service. We welcome any feedback about our services as this will help us to learn and improve. We will listen carefully and do everything possible to ensure your comments and concerns are addressed.
Compliments
At NHS East London Foundation Trust, we value and celebrate the contributions of our staff, patients, and community partners. Our compliments platform is a space where we express gratitude, recognise exceptional care, and foster positivity within our organisation. Join us in spreading kindness and appreciation throughout our community.
Compliments Email: elft.pals@nhs.net
Patient Advice and Liaison Service (PALS)
ELFT PALS, your support service at East London NHS Foundation Trust. Whether you need information, guidance, or a listening ear, we're here to help. From providing info and guidance to supporting you through concerns and facilitating communication, we aim for quick resolutions and access to resources. Your healthcare journey is important to us, so reach out today for assistance.
The PALS team can be contacted as follows FREEPHONE 0800 783 4839 or Email: elft.pals@nhs.net
Complaints
ELFT Complaints handle any concerns you might have about our services. You can share your feedback with us through different ways, and we'll look into it carefully. Our goal is to resolve any issues to your satisfaction, making sure you're heard and helped along the way. We're committed to being open and fair, and we'll keep you updated on how we're addressing your concerns. Our aim is always to improve, and your feedback helps us do just that. We aim to acknowledge queries within 3 working days.
Contact Us
ELFT Complaints and PALS
Complaints and PALS Department
1st Floor
Health E1
Brick Lane
London
E1 6PU
PALS Tel: 0800 783 4839
PALS Email: elft.pals@nhs.net
Complaints Tel: 0800 085 8354
Complaints Email: elft.complaints@nhs.net
If you are unhappy with the outcome
We will always try to find ways to resolve your concerns. However, if you are unhappy with how your complaint has been handled please let us know. We are happy to discuss outstanding issues and review your original complaint again to see if it requires further investigation.
If we have tried all reasonable means of resolving your concerns and you are still dissatisfied, you can request an independent review by the Parliamentary and Health Service Ombudsman (PHSO).
You can view information on the PHSO website.
Help and support to make a complaint
If you would like independent support to make a complaint about any NHS Service, you can contact your local NHS Complaints Advocacy Service who can provide support and advice. Details of NHS Complaints Advocacy Services can be found here.
An information leaflet giving general information on how to complain about any NHS service is also available here.
I would like to personally invite you to join our People Participation team. People Participation amplifies the voices of service users and their carer’s in order to shape and improve ELFT services. You will be paid for your contributions.
You can read more about People Participation on our website here.
If you would like further information please contact: elft.peopleparticipation@nhs.net