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Policies & Services > Administration > Patient Advice and Liaison Service PALs


Patient Advice and Liaison Service PALs

  

Reviewed on : 23 Oct 2023

Reviewed by : GP Gateway Editor

Expires : 23 Oct 2025

Support with NHS complaints  

Independent Health Complaints Advocacy

The Independent Health Complaints Advocacy provides free, independent advice that helps with making an NHS complaint.

For people who live in Coventry this is provided by Central England Law Centre

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For people who live in Warwickshire this is provided by VoiceAbility

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Coventry Guidance  

UHCW and Rugby St Cross Hospital PALs

If you didn’t have a positive experience at University Hospitals Coventry and Warwickshire NHS Trust, speak to Trust’s Patient Advice and Liaison Service by emailing feedback@uhcw.nhs.uk or calling 0800 028 4203.

For guidance on making a formal complaint, click here.

Coventry & Warwickshire Partnership Trust CWPT PALs

The Patient Advice & Liaison Service (PALS) is a service that deals with patients’, relatives’ or carers’ queries and concerns regarding their health care, and can provide information on NHS services generally

As a patient, relative, carer or member of staff, you sometimes need to turn to someone for on-the-spot help. PALS can give advice and support where needed regarding your NHS health care. PALS can act on the person’s behalf when handling patient and family concerns, liaising with staff, managers and when appropriate, relevant organisations, to negotiate immediate or prompt solutions to your problems

If you are a patient, relative, carer or member of staff and you want advice or information about any of our Trust’s services, PALS is your first point of contact and will be able to give you names and addresses of other organisations that may be able to help you

If you would like to to make a formal complaint or compliment, or talk to someone about your service, the team can also help

CWPT Patient Experience and Feedback Booklet

Contact

Patient Advice and Liaison Service
Coventry and Warwickshire Partnership NHS Trust
Wayside House
Wilsons Lane
Coventry
CV6 6NY

Healthwatch

Healthwatch is the local champion for health and social care which exists to ensure your voice is heard and that NHS leaders and other decision makers are held to account. They use your feedback to improve care

They are independent and are not part of NHS or care services and will:

  • Answer your questions about local health and social care services through its information helpline service
  • Listen to what you think about NHS and social care services and tell those who plan and run services your feedback on what works and what should be changed

Healthwatch Coventry

For people living in Coventry contact:

 

Rugby & South Warwickshire Guidance  

South Warwickshire University NHS Foundation Trust (PALS)

Do you have questions about your care, or the care of a friend or relative? If so, you can speak to the Patient advice and liaison service who will provide advice, support and information to help you. It’s a confidential, friendly service for patients, carers, families and friends.
Tel: +44 (0)1926 600054
Email: pals@swft.nhs.uk
In writing: PALS Department, South Warwickshire University NHS Foundation Trust, Warwick Hospital, Lakin Road, Warwick, CV34 5BW

Concerns or complaints

If you are unhappy or worried about any aspect of your care or treatment please inform the Ward or Department Manager or the Health Professional involved in your care. Alternatively you can make a complaint to the Managing Director or the Patient Experience Team.

Click here to view the complaints process.
Tel: +44 (0)1926 495 321 ext 8020
Email: PatientExperience@swft.nhs.uk
In writing: Patient Experience Team, South Warwickshire University NHS Foundation Trust, Warwick Hospital, Lakin Road, Warwick, CV34 5BW

Healthwatch Warwickshire

For people living in Warwickshire contact:

Share your views with Healthwatch Warwickshire

Rugby St Cross PALs

Our Patient Advice and Liaison Service (PALS) office is open from 9am to 5pm, Monday to Friday
PALS are here to provide advice and support to our patients and their relatives and carers
If you’d like to speak to PALS please visit our PALS Centre at University Hospital, Coventry
Appointments are also available by request at the main reception at the Hospital of St. Cross, Rugby
Contact 
Tel: 0800 028 4203
For more information visit: https://cutt.ly/RAKk2vE
North Warwickshire Guidance  

Healthwatch Warwickshire

For people living in Warwickshire contact:

Share your views with Healthwatch Warwickshire

George Eliot Hospital Trust PALs

The PALS team are your first point of contact if you have any feedback, queries or concerns about services provided by the hospital

  • Provide a patient-friendly, easy to access, confidential service to assist patients, relatives and carers
  • Offer on the spot advice and information if you have queries or difficulties
  • Listen to concerns and help you find ways of resolving them
  • Report feedback and concerns to the Trust’s executive team with a view to improving services
  • Act as a point of contact for all those wishing to get advice and information about service

If you have a problem which has not been sorted out on the ward or in a department, the PALS team can help you to resolve it or refer you to the appropriate person

Please note, if you want an official investigation to be carried out and to receive a formal reply from the Trust, you will need to go through the formal complaints procedure.

  • We can talk to senior staff and/or managers on your behalf
  • We can refer you to outside organisations should you need them
  • We can explain the complaints process and refer you to the complaints department when necessary

If you are visiting us at the George Eliot Hospital we can be found near the main reception

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