Patient Advice and Liaison Service (PALS)

You can be assured that speaking to us or raising a complaint, will not adversely affect the care you receive.

We are committed to putting our patients at the heart of everything we do.

We understand that if you are a patient, a relative, a carer, a friend of a patient, or any other member of the public, you may have questions or concerns about the services that we provide.

For example, if you:

  • Are not sure what's happening
  • Need some information but don't know where to get it
  • Have concerns but don't want to complain
  • Want to complain but are not sure how to do this
  • Would just like to speak to someone but are not sure whom
  • Would like to tell us what you think about the services we deliver

Services provided by PALS

The Patient Advice and Liaison Service (PALS) is a confidential service that can help you.

The team can provide you with:

  • Help, information and confidential advice about the Trust, or other health related enquiries
  • Help to clarify problems and look at the options available to resolve them
  • Advice about where further health information can be obtained
  • Information about the NHS complaints procedure and advice on how to make a formal complaint if necessary
  • Advise on the role of independent advocacy services and how to contact them

You can be assured that speaking to us or raising a complaint, will not adversely affect the care you receive.

What can't PALS do?

We cannot provide advocacy, counseling, diagnosis or medical advice. However, we can speak to the people that can provide these services on your behalf.

What to do first

If you have a problem or issue relating to your clinical care and treatment now, you should always talk to your Consultant, nurse or other member of staff in the ward/department/clinic. They are the best people to help deal with current problems as quickly as possible.

We can be contacted if they cannot resolve the problem for you.

How to contact the PALS Service

The PALS office is open between 09.00am hours and 17.00pm Monday to Friday.

It is based on the Crest corridor (please ask at the Macmillan Information Centre or at main reception).

PALS telephone number: 0151 556 5203

PALS Email address: pals@clatterbridgecc.nhs.uk