The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. The can help you in a variety of ways:

  • Provide on-the-spot advice and help to patients, their families and carers
  • Provide information on NHS services
  • Support you to get more involved in your own healthcare
  • Offer technical support
  • Tell you about the NHS complaints procedure, including how to get independent help if you want to make a complaint

If you’ve been unable to resolve your concerns after contacting the ward staff, ward sister or matron, then please contact our Patient Advice and Liaison Service (PALS)

PALS is a support service within the hospital that will listen to any concerns or questions you may have. The team liaises with the service, department or ward involved on behalf of a patient or relative to help resolve any questions or problems that have arisen.

Your views are very important to us and we would like to hear where you think improvements are needed or where things have gone so well that you would like to share your thanks with the staff involved. 

PALS can also offer on-the-spot information and advice about the hospital and health related matters, and signpost you to other organisations or groups that may be helpful.

The team will help to resolve situations as quickly as possible. If the problem is of a more serious nature and requires investigation, then PALS may suggest that a formal complaint is the most appropriate way of handling this and they will advise you on how to go about this.

We want to use your feedback to improve our service. So please get in touch with PALS if you have any suggestions of how to make things better. PALS will listen and pass your comments on so that we can make improvements for you as well as our future patients.

You can also contact PALS to tell us if a member of staff has helped you and you want to say thank you. We will pass your message to the member of staff or ward.

A drop-in service is available Monday to Friday 9.00am to 4.00pm. Located in main reception at Queen Alexandra Hospital          

There is an answer phone service at the PALS office, please leave a message and a member of the Team will get back to you as soon as possible. In an emergency, or when the Office is closed, please ask a member of staff or contact the hospital switchboard (023 9228 6000) and ask for the 'Duty Manager'.