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Patient Advice and Liaison Service

Family Liaison Service

Changes to Service due to Covid-19

The PALS & Complaints enquiry office remains open but we are unable to arrange face to face meetings about concerns or complaints at the moment due to the Coronavirus (COVID-19) situation. However, we are still here to help in any way that we can so please contact us to discuss any enquiries or concerns that you may have.

Due to the visiting restrictions we have set up support systems so you can still send messages to your loved ones during their hospital stay. Please contact our PALS team using the information below to arrange this.

We’re here to help you

Patient Advice and Liaison Service (PALS) is confidential and can help when you need advice, don’t know where to turn to or have concerns about your healthcare at The Queen Elizabeth Hospital.

As a patient, relative or carer sometimes you may need to turn to someone for on-the-spot help, advice and support. This is what the Patient Advice and Liaison Service is for.

PALS team pic

What the PALS service is

The Patient Advice and Liaison Service focuses on improving the service to NHS patients.

The service aims to:

  • Advise and support patients, their families and carers
  • Provide information on NHS services, social services, voluntary organisations and independent advice services
  • Listen to your concerns, suggestions, compliments or queries
  • Help sort out problems quickly on your behalf

We act on your behalf when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations to negotiate immediate or prompt solutions and to help bring about changes to the way that services are delivered. We will also refer patients and families to local or national based support agencies as appropriate.

Contact the PALS team

If you have any concerns, comments, suggestions or thanks you can contact PALS via any of the ways listed below:

Telephone: 01553 613351 or 01553 613343
There is a 24-hour answer machine if no one is available. If nobody is available to take your call you should leave a message and we will respond within 24 hours.


Visit: You can visit the PALS information desk which is located near the main entrance to the hospital, opposite the coffee shop.

Appointments: If you would prefer an appointment you can use any of the above methods to contact us and we can arrange a convenient time to meet.

Complete our form: You can download, complete and return our 'suggestions, thanks, concerns' form.

Opening times

Monday to Thursday 9 am. - 5 pm, Friday 9 am. - 4.30 pm.

Please note the office is closed at weekend & Bank Holidays. There is an answerphone available at times the office is closed. Please leave your name and contact number and the team will return your call the next working day.

Acting upon your feedback

Go to our patient experience information to find out how some of your suggestions have been progressed

Useful documents

'About PALS' easy read document

Family Liaison Officers

Our Family Liaison Officers, are here to help keep loved ones and friends in contact in times of need, improving our patients experience whilst they stay with us. Family liaison service picture

The team are here to help facilitate communications between patients and loved ones/friends, including:

  • Phone calls
  • Video calls
  • Message passing
  • Delivering small parcels
  • Helping patients with their own technology (available for all adult in-patients on Medical and Surgical wards only)


Monday to Sunday, 8.15pm  - 7.45pm.

Contact information

Telephone: 07909 394722 or 07909 395415




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