About the PALS service
The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.
We are committed to providing safe and high-quality care to all of our patients and service users. However, if you are dissatisfied with any aspect of care or treatment please get in touch.
You can contact the PALS team to raise a concern or an enquiry.
How can PALS help?
- Facilitate conversations between patients and relevant staff to help resolve any health-related concerns or queries.
- Help resolve concerns when you use our services.
- Provide information on support groups and other NHS services.
Types of PALS cases
PALS concerns
PALS concerns are issues raised by a patient or on behalf of a patient (with consent). They usually outline an experience wherein a patient was dissatisfied with the service provided.
Once your concern has been received, a PALS case will be submitted. The PALS team will document your concerns and will work with you to identify individual concerns or an outcome you would like to see happen as a result of your case. This is then submitted and sent to the relevant departmental lead or manager.
The relevant lead has 7 working days to investigate your concerns and contact you to discuss their findings. Depending on the complexity of the concerns raised, PALS Concerns can take longer to resolve. However, the PALS team will always endeavour to inform you if they feel it is going to take longer to resolve.
PALS enquiries
This is an enquiry which does not raise any matters of concern and are general enquiries. You will receive a response to general enquiries within 3 working days.
Get in touch
0121 685 4128
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PALS contact form