Patient Advice and Liaison Service (PALS)

How can PALS help?

We offer an informal, impartial and confidential service for anyone who may need on the spot advice, support or information. 

We help you sort out any concerns you may have about the care we provide. We pass on your comments to the right people and answer your enquiries in an empathetic, efficient and professional manner. We work closely with colleagues around the Trust to make this happen. 

Our PALS officers can help patients, their carers and families. If you want to make a formal complaint PALS can direct you to the right team. 

What happens to my query when I have finished speaking with the PALS?

If we are dealing with a problem on your behalf, we will speak to the service concerned to try to resolve this for you. 

If we are dealing with a concern or a complaint for you, we will speak with the complaints officers who can then support you to take your complaint forward for investigation. You will receive an acknowledgment of your complaint and an outcome letter once the investigation into your complaint is complete. 

How to contact PALS

You can call PALS on 0300 123 1732 oremail: This email address is being protected from spambots. You need JavaScript enabled to view it.

More about what the PALS does:

Our PALS team are on hand to help with any information you may need about the Worcestershire Acute Hospitals NHS Trust and to deal with any concerns you may have about your care.

If you have a problem with treatment or care in one of our hospitals you can speak with a member of the PALS team, who'll try to help you resolve issues quickly. PALS can be particularly helpful if your issue is urgent and you need action immediately

  • PALS can help resolve your problem on the Ward/Clinic
  • PALS  focuses on resolving issues as well as dealing with questions, suggestions and concerns
  • PALS is a confidential advice, support and information service on health-related matters
  • PALS can advise on how to connect with loved ones with restricted and compassionate visiting in place at this time
  • PALS can guide patients, their carers and relatives through the different services available
  • PALS can support advice and information if you have queries about medical care
  • PALS can support with accessibility and communication queries and concerns
  • PALS helps the organisation learn from patients' experiences and comments
  • PALS listens to your suggestions for improving services and health care
  • PALS responds to your concerns if you are unhappy with an aspect of your healthcare  
  • PALS deals with your problems in confidence
  • PALS can give advice about the formal complaints process 

We will: 

  • Help you to resolve your problem on the ward or in the clinic
  • Talk to staff on your behalf
  • Refer you to outside advocacy services should you need them
  • Ensure that the quality of service respects users’ rights, dignity and cultural values

The PALS team will contact you within two working days of your approach to our service.