PALS (Patient Advice and Liaison Service)

If you or someone on your behalf has questions or is unhappy with the care you receive, we actively promote that in the first instance you talk directly to the staff involved in your treatment and care.  Very often problems can be resolved straight away. 

If you do not feel able to raise your concerns directly with the staff within the ward or department where you are receiving treatment, or you do not know who to speak to, you can contact the PALS Service. 

What is PALS (Patient Advice and Liaison Service)?

The PALS Service is a non-clinical point of contact within the hospital for anyone requiring advice or assistance in relation to services provided by our Trust.  It is there to provide information in response to queries and ensure concerns and problems are resolved as quickly as possible by the relevant department or service within the hospital. 

If possible, PALS will provide on the spot advice or information, or signpost you to help resolve the issues.   If your concerns cannot be addressed directly by the PALS staff, they will coordinate sending your concerns to the most appropriate department/manager.  It is the responsibility of the department/manager to respond directly to you and ensure your questions or concerns are fully addressed. 

Please note:

• PALS cannot give medical advice or information, and cannot influence or bring forward treatment.
• Concerns can be raised on behalf of a patient but we must have the permission of the patient before we can discuss any personal circumstances with anyone else. 

Very often, questions, problems and concerns can be addressed straight away and we want you to feel confident about raising any issues or concerns to enable us to put things right and ensure you have confidence in the care that you are receiving.