Patient Advice and Liaison Service (PALS)

How can PALS help

If you have any concerns regarding your care, PALS encourage patients, relatives, and carers to speak with the staff involved in your care or speak with the department/ward manager in the first instance. If you have tried this and are still unhappy, PALS can be a facilitator. 

PALS can:

• advise and support patients, relatives and carers
• signpost to other NHS services
• listen to your concerns, suggestions or feedback
• help resolve concerns quickly on your behalf by liaising with other staff

PALS does not replace the formal NHS Complaints Procedure and any person wishing to pursue a formal complaint can call 01925 662281 or email whh.complaints@nhs.net 

PALS cannot:

• give medical advice or information
• discuss a medical diagnosis
• influence or bring forward treatment or appointments
• alter decisions made regarding care, treatment or discharge plans
• offer a counselling service.
• provide copies of a patient’s medical records (but can signpost to the right department who can help with this)
• help with queries relating to primary care providers, such as your GP, pharmacist or optician, or mental health services

How to contact PALS

By post:
PALS Office
Warrington Hospital
Lovely Lane
Warrington
WA5 1QG

Email: whh.pals@nhs.net

Call: 01925 275512

If no-one is available to take your call, please leave a voicemail message with your name and number and a member of the PALS Team will call you back as soon as possible.

The PALS office is located at the main entrance of Warrington Hospital. No appointment is necessary but please bear in mind that other patients may be seeing the team.

Office walk-in hours are Monday to Friday, 10am to 4pm. However, please note times are subject to change, for example they can sometimes differ if the team needs to visit a patient on the ward.