Patient Advice and Liaison Service (PALS)
The patient advice and liaison service (PALS) works closely with staff across the hospital to answer questions or resolve any concerns promptly.
The service aims to:
- listen to, advise and support patients, their families, carers and staff
- act independently to help resolve issues
- provide information on NHS services, social services, voluntary organisations and independent advice services
- signpost you to appropriate organisations who can help you
Speak to a member of staff
If you, a family member or friend have any questions, would like more information, or have a concern about your care of treatment - please speak directly with the person providing the care or treatment in the first instance, or ask to speak to the person in charge.
This could be a nurse or matron, a doctor, or another health professional. They want to help you and will try to resolve your concerns right away.
Speak to PALS
If you have tried speaking to a member of staff looking after you and you are still concerned, you should ask to speak to the person in charge. If for any reason you feel unable to speak with the person in charge or it has not helped, please contact PALS. The team will listen to you and work with you to achieve a satisfactory resolution whether you are requesting information, providing feedback, raising a concern, or need information about making a complaint.
Non-urgent advice: Contacting PALS
Phone: 01553 613351 or 01553 613343
If no one is available to take your call, please leave a message and a member of the team will respond the next working day.
E-mail: pals@qehkl.nhs.uk
In person: Visit the PALS information desk located near the main entrance to the hospital, opposite Costa Coffee.
Our opening times are Monday to Friday, 9am to 5pm. Please note the office is closed at weekends and bank holidays.
A friend or relative can contact us on your behalf, but we must have your permission before we discuss your personal circumstances with anyone else.
We may need to look at your medical records in order to answer your questions or look into a concern. Please let us know if you have any questions or concerns about this.
Saying thank you
In our busy hospital, our dedicated staff do amazing things every day. Of course, they neve expect thanks, however, we know that many patients want to express their gratitude for the wonderful care they have received.
Our PALS team would be delighted to receive your thanks for a job well done and will share your feedback with the staff involved.
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