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Patient Advice and Liaison Service (PALS)

We are here to help you and provide information and non medical advice about your care and treatment during your hospital visit. We can help you with queries, sending compliments or making a formal complaint.

The quickest and easiest way to give feedback about your visit is to talk to a member of staff on the ward or at the clinic.  If you are staying in the hospital, ask to speak to the Ward Manager or the Matron.  If you are an Outpatient, ask at reception and they can find the right person for you to speak to.

They will be able to listen to your query.  This is often the quickest way to resolve your issue.

If talking hasn’t resolved the issue, then contact the Patient Advice & Liaison Service. We can:

  • Give you information about our hospital services and the choices available to you and your family, visitors and carers at each of our hospitals
  • Listen to your comments, compliments or concerns about the services provided in our hospital
  • Help you to resolve, as quickly as possible, any problems or issues that you have about our hospital services
  • Give you information about the formal complaints process and independent advocacy services.  PALS can refer you to the Complaints team if necessary.

Whatever your issue, get in touch, and we will get back to you as soon as we can.

We’d love to hear from you

Update October 2022

Please note the PALS and Complaints service is experiencing high demands on the service and this may impact on the team’s ability to be as responsive as we would like. Please bear with us; we will respond to you as quickly as we can.

We’re open Monday to Friday (apart from Bank holidays) from 9am to 4pm.

You may get an answering machine if the team is busy, or if the office is closed. Please leave a message and telephone number and we'll return your call as soon as possible, ideally within two working days.

If you do not receive a response please don’t hesitate to phone. Because of the higher security applied to emails sent to NHS email addresses, we know that some emails get blocked by our server. Unfortunately we cannot prevent this, so get in touch if you think this may have happened to your email.

We welcome and value your comments, suggestions and concerns, as they help us continuously improve the quality of services we provide and the overall experience of you; our patients.  

You should be treated with courtesy and respect at all times by NHS staff and making a comment or complaint about NHS services will not prejudice the care that you or your relatives are given.

More support for you

The Parliamentary and Health Service Ombudsman has produced some additional support which you may find useful: