Tuesday, January 23, 2018
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Patient Advice and Liaison Service (PALS)

 The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

If you would like to give feedback or raise your concerns informally please call the Patient Advice and Liaison Service:

Tel: 01753636808

Write to:Patient Advice & Liasion Services (PALS)  

South, Central and West Commissioning Support Unit,                                           

King Edward V11 Hospital,

First Floor

St Leonards Road  


 SL4 3DP      

   Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

What does PALS do?


In particular, PALS will:

  • Provide you with information about the NHS and help you with any other health-related enquiry
  • Help resolve concerns or problems when you are using the NHS
  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
  • Provide you with information and help introduce you to agencies and support groups outside the NHS
  • Inform you about how you can get more involved in your own healthcare and the NHS locally
  • Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
  • Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Concerns, Complaints and Compliments

If your complaint is about a service you have received from a Gp, Optician, Dentist or Pharmacist please contact NHS England:      

  Post: NHS England, PO Box 16738, Redditch B97 9PT    

 Email: This email address is being protected from spambots. You need JavaScript enabled to view it.      

 Tel: 0300 311 2233

(Monday to Friday 8.00am to 6.00pm)


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