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Printed at: 06:10:47 / 24-01-2021

PALS (Patient Advice and Liaison Service)

The PALS service remains open for telephone calls and emails during this difficult time. Our normal working hours are Monday to Friday 9:30am to 4:00pm

Should you reach the answer machine please leave a message and the team will get back to you as soon as possible.

Communication regarding your loved one

As you are aware, with very few exceptions, visitors are not able to attend the hospital to see their relatives.

During these unprecedented times, as we are sure you can appreciate, every ward is extremely busy caring for our patients. Consequently, wards may not always be able to answer incoming telephone calls promptly.

From 13 January 2021, should you not be able to contact your loved one directly or get through to the ward, please call the Relatives Information Line on 01908 995963. This line has been specifically set up to support the ward areas and provide an additional method of contact for relatives needing information regarding their loved one.

If you call the Relatives Information Line, provided you are the named next of kin or we have your loved one’s permission to speak to you, we will take your details and those of the patient and arrange for a nurse to call you back with a general update.

The line is open, at present, Monday to Friday between the hours of 10.00am to 16.00pm.

Thank you.

Contacting your loved one

Should you need to make contact regarding your loved one, then please call the ward direct or call the main switchboard on 01908 660033. Thank you.

During this time, when you are not able to visit your loved one in hospital, you may wish to email them a letter and one or two photographs.

To do this, please email us at [email protected] attaching your letter and photograph(s). Please also provide your loved one’s date of birth and full name.

Upon receipt, we will print your letter and photographs, laminate then and deliver them to your loved one.

If you have any questions about emailing a letter or if you need any help, please call our PALS team on 01908 995954.

Thank you.

PALS are here to help!

PALS provide a confidential point of contact for patients, families* and carers* by offering ‘on the spot’ help, advice and information regarding your health care.

*Please note that if you are acting on behalf of a relative or friend we will need their permission to share information with you.

Please save and email these forms to [email protected] 

Should you have a concern regarding the care that you or your loved one are receiving now then please do not hesitate to speak with the ward/department senior sister, matron or manager.

Should you wish to speak to someone who is independent from the ward/department, PALS are here to help. They will work with you and hospital staff to resolve any concerns that you have and use the information from your feedback to support improvements to services where required.

If you would like to contact the PALS team with feedback about your care or the care of a family member you can fill out this form.

Meeting via Microsoft Teams

Throughout this difficult time the PALS team have remained open to help patients and their families with any concerns or information needed via telephone and email. As they cannot see people face to face for the foreseeable future they are introducing a new way of being able to meet to patients and their families via Microsoft Teams.

If you would like to meet with one of the PALS team via Microsoft Teams please contact the PALS office on 01908 995954 or email [email protected] and they will book you an appointment. The initial appointment slot will be a maximum of 15 minutes. They are able to provide support for you to use this service and have a user guide for patients and their families if needed.

The PALS team look forward to meeting with you safely!

PALS Survey

Please take a moment to rate your experience of contacting the PALS team. Your rating and comments should reflect the service provided by the PALS team only. Help opting out (not doing the questionnaire) If you have any questions, would like to opt out, or if you would like to complete the questionnaire over the telephone or with the help of an interpreter, please call 01908 995954 or email [email protected]

Click here to complete the PALS survey.

PALS (Patient Advice and Liaison Service)In this section

PALS leaflet
Contact PALS
If you have a complaint