Toggle site contrast Toggle Contract

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 

I want to raise a concern, how can PALS help me? 

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 your complaint 

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

Routine NHS services are currently under pressure due to the COVID-19 (coronavirus) pandemic. This may mean that it will take us longer than usual to respond fully to your complaint.

Please note that we’ll fast track any concerns raised in your complaint that affect immediate patient care to ensure we act urgently.

Patient Advice and Liaison Service patient information

Contact

Patient Advice and Liaison Service
Patient Advice and Liaison Service

01296 316042 

Monday to Friday, 9am to 4pm

bht.pals@nhs.net