Patient Advice and Liaison Service (PALS)

We understand that visiting hospital can be an anxious time for you.

If you or your relatives are unhappy with any aspect of your care, or the service you receive, please speak to a member of the ward, clinic or department staff.

If you feel they cannot help you, or you are uncomfortable talking to them, please contact PALS.

You may ask a friend or relative to contact PALS on your behalf, but we must have your permission before we can discuss your personal circumstances.

Contact PALS

Our normal office hours are: 8.30am to 5pm Monday to Friday.
Out of hours: If you are concerned about an inpatient then please ask to speak with the ward manager or a senior member of staff.

For health advice NHS Direct operate a 24-hour nurse advice and health information service, and can be contacted on 0845 4647

Contact us:

• Telephone 01283 593110 (Voicemail for out of hours calls.)
• By Minicom: 01283 593083
• By Email - please use the Contact Us form

We check our mail box each working day & will acknowledge receipt of your message. Providing your telephone number will help us respond more quickly to your enquiry.

• By making an appointment to meet us in person. Please ring 01283 593110.
• By asking a member of staff to contact us on your behalf. We are happy to make visits to wards or clinics
• By speaking to our Main Hospital Help Desk Receptionist.
• By asking one of our Hospital Volunteers to contact us.
• By writing to us at PALS, Burton Hospitals NHS Foundation Trust Belvedere Road, Burton on Trent Staffs DE13 0RB

How PALS can help you

Very often problems can be sorted out quickly, so if you need help or advice, please contact PALS as soon as possible.

We will help you find a speedy solution to your problems. We can also give you up to date information about the services available throughout the Trust.

We will:

• Listen to your concerns, advise you about the options available to you, and help you find the best way of resolving a problem
• Deal with your problems in confidence and only pass on information to other people or departments with your permission
• Talk to senior staff, Doctors, Matrons and/or Managers on your behalf
• Arrange meetings and/or support you during meetings
• Keep you advised of the progress of any action you ask us to take on your behalf
• Arrange an interpreter to assist you if your first language is not English, or if you have hearing difficulties
• Refer you to advocacy services, with your permission, should you need them
• Put you in touch with local Support Groups
• Explain the Trust's Complaints Procedure, and help you progress a formal complaint should you so wish