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The Patient Advice and
Liaison Service (PALS)

Address

The PALS team
The Royal Orthopaedic Hospital
Bristol Road South
Birmingham
B31 2AP

Contact us

0121 685 4128
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Opening Hours

Monday - Friday: 8am - 4pm
(excluding Bank Holidays)

PALS are here to help!

How the PALS Team can help

The Patient Advice and Liaison Services (PALS) Team is independent, confidential and free. PALS exist to support patients and improve patient experience. The PALS Team can:

  • Offer advice and guidance to support you and your loved ones
  • Resolve issues regarding your hospital experience
  • Listen to your feedback and suggestions
  • Share your compliments
  • Suppot your complaints

Please get in touch with us.

Sharing your experience

Your feedback helps us understand what we do well and where we can improve.

Complaints

If you or your family are unhappy with your care, please talk to the person in charge of the department. Our clinical team can usually resolve your issue immediately. If you are still unhappy, please contact the PALS Team who can help you resolve the issue.

Making a formal complaint

You may wish to raise a formal complaint. This should be done within 12 months of the incident occurring, or within 12 months of discovering you have cause to complain. We aim to resolve complaints quickly and efficiently. Patient safety and experience are our highest priorities. If you wish to make a formal complaint, please contact the Complaints Team via telephone, email or letter:

The Complaints Team
The Royal Orthopaedic Hospital
Bristol Road South
Birmingham
B31 2AP

0121 685 4000 extension 55811
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Patient Experience Report Summary
2020/21

Download the report here

Annual Complaints and Patient Experience Report
2020/21

Download the report here

Finding more support

POhWER
Charity

A charity providing free advocacy,information and advice.

0300 456 2370
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Hertlands House, Primett Road,
Stevenage, Hertfordshire, SG1 3EE

Parliamentary and Health Service Ombudsman

The PHSO help make final decisions on complaints that have not been resolved.

0345 015 4033
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Millbank Tower, London SW1P 4QP

Healthwatch
Birmingham

An independent service advocating for which health and social care services users.

03000 683 000
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83 Hagley Road, Birmingham B16 8QG

The Patients
Association

A charity dedicated to supporting patients

0800 345 7115
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The Patients Association, PO Box 935, Harrow, Middlesex, HA1 3YJ