The Patient Advice and Liaison Service, or PALS, operates as part of the Government's 10-year plan to improve the services offered by the NHS.

It is run in conjunction with the Swindon and Marlborough NHS Trust, Wiltshire Ambulance Service NHS Trust and Swindon PCT.

PALS manager Carl Beech said that the team is linked closely with all wards and departments and has direct access to the director of nursing and the chief executive.

Carl, a qualified nurse who is in his 30s, said: "It helps that I am a nurse as I will know whether something should or shouldn't have happened.

"I get a lot more credibility from the consultants too. We help to get issues resolved quickly by cutting through red tape."

He added: "It is not a complaints service, although if people wish to make a formal complaint we help them with this.

"Out of the 976 patients we have helped to date since April 1 this year, just 20 have made a formal complaint."

Examples of how the Trust has responded to patients' comments through PALS include:

Corridors are too long for people with mobility problems. Seating is to be installed in corridors on all floors.

There is a lack of baby changing facilities. Two additional facilities are being installed.

It was taking too long waiting for medical staff to take blood from special intravenous lines more nurses have been trained, which has reduced delays.