PALS

PALS — Patient Advice and Liaison Service

Who It’s For: Patients of all ages, their parents, carers and families who have a concern, question or problem about NHS care or treatment — including hospital services, community health services and mental health services. Every NHS trust in England has its own PALS team. Note that for concerns about GPs, dentists, opticians and pharmacies, contact should be made with your local Integrated Care Board (ICB) rather than the hospital PALS team.

What They Offer: PALS is a free, confidential service available at every NHS hospital trust in England, providing a friendly, non-confrontational first point of contact for families who have concerns about NHS care. PALS teams listen to concerns, answer questions, liaise with staff and managers on your behalf, and work to resolve problems quickly — without the need to go through a formal complaints process. They can also provide information about other organisations and support services, arrange interpreters and translation, and guide families through the formal complaints procedure if an informal resolution is not possible. PALS is particularly valuable for families of children with complex needs who regularly interact with NHS services and may need an advocate within the system.

Support Includes:

• Listening to and helping resolve concerns about NHS care and treatment — informally and quickly
• Providing information and advice about NHS services and how to access them
• Liaising with staff, managers and departments on behalf of patients and families
• Helping families understand their rights as NHS patients
• Signposting to external organisations, advocacy services and specialist support
• Arranging interpreter and translation services on request
• Guiding families through the formal NHS complaints procedure when needed
• Passing on compliments and feedback to the relevant teams
• Helping to improve NHS services by listening to patient and family experiences

Referral / Access: No referral needed. Contact the PALS team at your local NHS hospital trust directly — find your nearest PALS using the NHS website, by asking your GP surgery or hospital, or by calling NHS 111. Each PALS team has its own contact details — opening hours are typically Monday–Friday 9am–5pm. For concerns about GP, dental, optical or pharmacy services, contact your local Integrated Care Board (ICB) instead.

Why This Matters: When something goes wrong with your child’s NHS care — or when you simply cannot get the answers or appointments you need — it can feel like you are hitting a wall. PALS exists to help families cut through that frustration without having to make a formal complaint. They are on your side within the system, and they are free, confidential and available at every NHS hospital in England. If something is not right, you do not have to just accept it — PALS is there to help you get it sorted.