Patient Advice and Liaison Service (PALS)

The PALS service is here to help improve services and help you get the best out of the service provided by the NHS.

If you need an Easy to Read Guide to making a complaint, please click HERE.


As a patient, relative or carer, sometimes you may need to turn to someone for assistance, advice and support. This is where the Patient Advice & Liaison Service can help:

  • By providing you with information and advice to make our services as easy to use as possible.
  • Working with departments to make sure that you get information in the right way and at the right time.
  • Providing information on support groups, advocacy and voluntary organisations.
  • Providing information on other NHS services.
  • Listening to all your questions, suggestions, concerns and complaints. Assisting you to express your views.
  • Working with staff to accommodate your views and making sure we act on the feedback we receive.
  • Seeking the views of patients and public on the quality of services to help ensure that they are of the highest standard and identify necessary improvements.
  • Listening to your good experiences and feeding back positive comments.
  • Providing guidance through the formal complaints process.


Our Standards

  • To ensure that our services are accessible by all members of the community.
  • To provide relevant information promptly.
  • To respond to enquiries as quickly as possible.
  • To respect the confidentiality of our patients at all times.
  • To ensure referral from PALS to another service is smooth.


Contact the Patient Advice and Liaison Service (PALS)

  • The service is free and confidential, and is situated in the front entrance area of the Hospital.
  • PALS is open between 9 am and 4 pm, Monday to Friday.
  • A voicemail service is available 24 hours – telephone 01934 647216.
  • Email the PALS team on
  • Use the PALS Contact Form below.



PALS Contact Form 

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