IF you are a patient, relative or visitor at Hereford Hospitals NHS Trust and you ever need to turn to someone for on-the-spot advice, Jo Jackson could be just the person.

She is part of a dedicated team known as PALS, ready to do all they can to help.

They act independently of clinical teams and listen to your suggestions or queries while helping to resolve concerns about treatment and giving information on NHS services.

For Jo every day is different. On a normal day she says she starts at 8.30am and can be called to any part of the hospital.

“When patients raise queries or concerns we try to sort things out quickly so they are less stressed and able to concentrate on their recovery,” she said.

“I also go on ward and clinic walkabouts to talk to patients.

By tracking patients’ comments we can spot areas for improvements, identify trends and common enquiries.

“It means patients really are involved in making improvements to the hospital service.”

By 10.15am, she adds, their volunteers arrive to carry out the monthly in-patient ward surveys.

They ask patients about their experiences and meet up with a ward sister to pass on any compliments or concerns.

Jo said that by 12 noon she is often helping cover reception.

“On average more than 200 people come to the main reception desk every day needing directions, advice and travel payments,” she added.

“At 2pm there are regular meetings in the PALS office bringing together a patient or family member with an appropriate member of staff, such as the head of nursing or a consultant.

“We will also go to patients’ homes if they are unable to come into hospital for discussions.

“I write up reports, return calls and check on patients’ progress.

Sometimes there is not enough time in the day, but it is a wonderful job especially when you receive a thank you.”

Find them at the main reception desk or telephone 01432 372986, text 07825681801 or email makingexperiencescount @hhtr.nhs.uk.