Patient Advice & Liaison Service (PALS)

If you have a concern about the care you or a relative or friend is receiving you should talk to the doctor who is caring for you, the nurse in charge or a member of nursing team or the manager of the department. However, if you would prefer to discuss your concern with someone independent of your care team then you can contact our Patient Liaison and Advice Service (PALS).

The PALS team can help to resolve queries and concerns quickly and if you are not happy with the outcome then they can advise you on our formal complaints process.   

We do ask that you seek resolution through PALS first.

The service is based at the main entrance to the hospital and offers a face to face consultation and drop-in service Monday to Friday 9am - 4.45pm.

The service aims to:

  • help resolve problems and concerns that you or your relatives or carers may have
  • provide confidential, on-the-spot advice, support and information
  • listen to your concerns, suggestions, queries and compliments to learn what we get right, what we get wrong and what could be improved
  • guide you through the different services available within the NHS.

Picture of the entrance to PALS in the main reception
The team can also put you in touch with other people who may be able to help you, and give you details of groups or organisations, such as voluntary organisations, community groups or independent advocacy services.

Whoever you ask to look into your concerns will do their best to sort out the problem as quickly as possible, and they will ensure that any information about you is kept strictly confidential.