Patient advice and liaison services (PALS)

Patient advice and liaison service (PALS) staff provide confidential information, advice and support to help patients, relatives and carers with any issues, queries or concerns you may have relating to your care or treatment with us. The service aims to help resolve issues informally and quickly and can liaise between you and those providing your care on your behalf.

The PALS team are here to support you with ‘on the spot’ questions or concerns. They can be particularly helpful if your concerns relate to current issues that need prompt action, such as dealing with the care of someone who is currently in the hospital.

PALS staff do not investigate concerns that require a formal written response. If you have a concern about something that you want investigated and responded to formally and in writing, you will need to use our complaints service.

You can access the PALS team whilst you are a patient or visitor in the hospital, once you have left, or if you are at home waiting for an appointment or procedure.

Our PALS teams are based near the front entrances of both Frimley Park Hospital and Wexham Park Hospital and you can pop in to request our advice and support face to face. Our staff will also visit you on the ward if requested and available. You can also contact PALS by telephone or email. If we are not available to take your call, you can leave a voicemail. We aim to respond to messages or emails within 48 hours.

The PALS offices at both Frimley Park and Wexham Park are open Monday to Friday (except bank holidays) from 9am to 5pm.

Patient advice and liaison service (PALS) staff provide confidential information, advice and support to help patients, relatives and carers with any issues, queries or concerns you may have relating to your care or treatment with us. The service aims to help resolve issues informally and quickly and can liaise between you and those providing your care on your behalf.

The PALS team are here to support you with ‘on the spot’ questions or concerns. They can be particularly helpful if your concerns relate to current issues that need prompt action, such as dealing with the care of someone who is currently in the hospital.

PALS staff do not investigate concerns that require a formal written response. If you have a concern about something that you want investigated and responded to formally and in writing, you will need to use our complaints service.

You can access the PALS team while you are a patient or visitor in the hospital, once you have left, or if you are at home waiting for an appointment or procedure.

Our PALS teams are based near the front entrances of both Frimley Park Hospital and Wexham Park Hospital and you can pop in to request our advice and support face to face. Our staff will also visit you on the ward if requested and available. You can also contact PALS by telephone or email. If we are not available to take your call, you can leave a voicemail. We aim to respond to messages or emails within 48 hours.

The PALS offices at both Frimley Park and Wexham Park are open Monday to Friday (except bank holidays) from 9am to 5pm.

The PALS team monitor trends in concerns raised and feed this back within the Trust to help ensure service improvements are made to enhance patient experience.

If we have tried but have been unable to put things right for you, or if you wish to make a formal complaint that requires an investigation, PALS can also provide you with information on how to do this.