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Patient Advice and Liaison Service

We offer advice and support for patients, carers and relatives on all aspects of your care and experience in our hospitals. 

 It’s a free, informal and confidential service that can help you with: 

  • feedback and suggestions on how we can improve our care and services 
  • saying thank you and passing on compliments to staff  
  • raising a concern/making an informal complaint 
  • advice about how to make a formal complaint 

Please contact PALS if you wish to raise a concern. We will: 

  • aim to resolve any concerns or problems you have as promptly as possible 
  • listen to your views and comments 
  • aim to instigate changes to improve our services 
  • guide you through the Trust’s formal complaints process if you feel your concerns have not been resolved satisfactorily  
  • give you information about external independent services who can assist you if you want to make a formal complaint. 

Responding to a complaint received in writing

We’ll acknowledge your letter or email within 3 working days and aim to provide you with a full response within 25 to 40 working days. 

Please read further information about what to expect and how we respond to your concerns following our investigation into your concerns


Patient Advice and Liaison Service
Patient Advice and Liaison Service

01296 831120

For complaints
01296 831130 

Monday to Friday, 9am to 4pm