Patients & Visitors

Patient Advice & Liaison Service (PALS)

Comments, praise or concerns

In this section:

Your comments

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.

If you wish to make a comment about our services you can complete a comment form and leave it in the Suggestion Box which is located immediately outside the PALS office in the main Atrium. Forms are available around the site in leaflet racks or by the PALS Suggestion Box. Alternatively you can write, call or email PALS.


If you wish to know more about how to complain please talk to hospital staff. You can also pick up a leaflet outside the main PALS office in the Atrium or from leaflet racks around the hospital site. You can also write, call or email PALS.

Nominate a member of staff or team

The Trust runs a monthly award scheme for our staff, we recognise the excellent customer service our staff provide through our Chief Executive's Customer Care Award which is awarded on a monthly basis. Nominations can be made for a member of staff who has improved a patient, visitor or colleague experience or for going that extra mile.

The Team of the Month is awarded in recognition of a team of staff who have had a positive impact on the health and wellbeing of patients and/or staff, demonstrated a new or improved practice or service, have been innovative in its delivery of targets, and/or demonstrated that the team has worked together.

If you would like to nominate a team or individual for an award please contact Catherine Soan, Executive Assistant to the Director of People, by telephoning 01225 824022 or via e-mail at

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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.

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Specialist advice and advocacy

Should you wish to raise a complaint then specialist independent advice is available independent advocacy services :-

PohWER Advocacy

Contact via:

  • Tel : 0300 456 2370 (charged at your standard network rate)
  • Text : send the word 'pohwer' with your name and number to 81025
  • Email :
  • Skype : pohwer.advocacy
  • Fax : 0300 456 2365
  • Post : PO Box 17943, Birmingham, B9 9PB

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