Our Patient Advice and Liaison Service (PALS) is here if you have questions, concerns or need support.
The service is open from 9am-12noon and from 1-3pm Monday to Friday (excluding bank holidays).
The PALS team aims to help patients, carers, staff and the public by:
- Listening to your concerns about your care and providing support and help to resolve them
- Answering questions about your care in our hospitals
- Providing ‘on the spot help’ by giving advice, information and support
- Helping disabled patients who experience any difficulty in accessing our services
- Passing on your compliments to our staff
- Referring patients to the complaints department
We’re receiving a high number of enquiries
Right now, we’re getting more messages than usual. This is causing delays in:
- Answering phone calls
- Replying to emails
- Responding to concerns
We know your feedback matters, and we’re doing our best to respond. Thank you for your patience and understanding.
Please treat our team with respect
We understand that delays can be upsetting. But we will not accept aggressive or abusive behaviour in person, on the phone, or in writing.
Contacting PALS
Should you have any concerns regarding your care, or the care of a relative, please in the first instance speak with the Nurse in Charge/Ward Manager and ask to speak to the Matron or Head of Nursing as needed.
Our PALS team, which covers the Lister, New QEII and Hertford County hospitals and the Mount Vernon Cancer Centre, is based at the Lister.
The team can be contacted via this online form or you can call 01438 285811 and leave a voicemail. The team will endeavour to return your call within five working days.
