Patients & Visitors Find & Contact us Working for us About us For GPs

For GPs

Patient Advice & Liaison Service (PALS)

Patient Advice & Liaison Service (PALS)

About the PALS Service

The Patient Advice and Liaison Service (PALS) is there to listen to your concerns and suggestions and help sort out problems quickly on your behalf. If you cannot get the information you need or you do not understand why certain things are happening, our PALS service can help you.

A whole section has been devoted to the services provided by PALS and can be accessed from the link on the left or below:

The PALS manager will be able to help with many straightforward problems but if you are concerned about something that is more complicated and you wish to make a complaint, then PALS will be happy to explain the complaints process to you and provide you with any help and support you may need.

If you are finding things difficult because your language, religious or cultural needs are not understood then our PALS manager will be happy to identify someone who will be able to help you.

Information collected and held by PALS is treated as strictly confidential and is only made available to PALS staff. Any personal information you give to PALS remains confidential and will not be used for any other purpose without your consent.

back to top

Documents & Leaflets

Complaints Procedure

RUH Complaints Policy

If you require this leaflet in a different format, such as Braille, audio cassette, large print or another language, please contact the Complaints Department.

back to top

PALS leaflets in other languages


Język Polski









af Soomaali







Tiếng Việt



Wikang Tagalog

back to top

Comments, praise or concerns

Whatever your experiences at the RUH we really do welcome you letting us know what you think. If we're doing well then let us know. If you think there is something we could improve upon then tell us so we can make a start. In the coming months we hope to establish a number of comment boxes around the hospital site for you to use. Until then please either write, call or email.

There are two ways in which issues that have caused you concern can be investigated, informally by PALS or through the formal NHS Complaints Procedures

back to top

PALS Problem Solving

PALS can informally investigate issues that you raise with us. We will ensure that the matter is brought before the senior managers of the area concerned. We will contact you with an explanation of what has happened and let you know what has been done to rectify matters for the future. If this does not resolve matters to your satisfaction then we can advise you where to seek specialist advice and advocacy to make a formal complaint.

back to top

Specialist Advice and Advocacy

You can obtain independent specialist advice and advocacy from the Independent Complaints Advocacy Service (ICAS)  to help you through the NHS Complaints process. You can contact them on 0845 120 3782.

back to top

Accessibility | Privacy Notice | Cookies | Freedom of Information | Disclaimer | Copyright | Green RUH