The Patient Advice and Liaison Service (PALS) provides a point of contact for patients who have a concern but either don’t know which member of staff or department to raise it with, or feel that they need to speak to someone outside of the department or ward to which their concern relates.

The Patient Advice and Liaison Service are knowledgeable and experienced in handling patients’ concerns and have overall responsibility for ensuring responses to complainants are coordinated effectively and efficiently.

The main responsibility of the Patient Advice and Liaison Service is to provide a high quality initial response to complainants and to pass concerns and complaints to directorates and departments for investigation and resolution.