Patient Advice and Liaison Service

PALS header

Patient Advice and Liaison Service (PALS)

The Patient Advice & Liaison Service (PALS) is a free, confidential and impartial service available to everyone who uses the Trust's services, their families, carers or anyone who needs advice, information, support or guidance with a particular issue.

Our aim

The PALS team aims to help patients, carers, staff and the public by:

  • Listening to your concerns about your care and providing support and help to resolve them
  • Answering questions about your care in our hospital
  • Providing ‘on the spot help’ by giving advice, information and support
  • Passing on your compliments to our staff
  • Dealing with your problems in confidence
  • Referring patients to the complaints department
  • PALS cannot provide advocacy, counselling, diagnosis or medical advice. However we can raise your concerns and questions with the appropriate teams
  • We are unable to change or affect a medical decision that has been made. However we can raise your concerns and questions with the appropriate teams or post
  • We aim to provide a response within 3 working days although there maybe times this takes longer depending on the enquiry.

If you have a problem

If you have a problem or concern you should tell somebody on the ward or relevant department as soon as possible e.g. doctor, nurse, receptionist, ward sister or matron

If you remain concerned or the problem is not resolved please contact the trusts PALS team who will help you. 

Contacting PALS

Opening hours

Monday to Friday 0900 -1500 hours except bank holidays.

Visit Us

The PALS office is situated in the main entrance foyer of the hospital opposite the reception desk / next to the Royal Mail post box.

Telephone

The team can be contacted on their direct telephone number 01483 402 757 or internally on 2059 / 2445. 

We try to answer all calls in person, but if all our staff are busy with patients, you may get a voicemail message, please leave a message and we will call you back. You can call outside normal working hours; we aim to return your call within 24 hours or the next working day. If you need urgent advice outside of PALS opening times, you can contact the main hospital switchboards and ask to speak to the site manager.

Email

Please email the PALS team on rsc-tr.PALS@nhs.net.

Contact form 

You may also write to the PALS service  at Royal Surrey County Hospital, Egerton Road, Guildford GU2 7XX, or email us using the contact form below.

PALS Contact form

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Royal Surrey Charity