Patient Advice and Liaison Service (PALS)

PALS is here to help when you need advice and have concerns or don’t know where to turn.

PALS may be able to help if you:

• are unhappy with hospital or community services but do not wish to make a formal complaint
• need advice or have concerns but are unsure who to speak to
• would like to be put in touch with voluntary support, advocacy services or need information on other NHS services
• feel the PCT could learn from you experiences of using its services

What PALS do?

• Listen to your concerns and suggestions
• Identify the problem
• Explore various options for sorting the problem out, including use of the formal complaints procedure
• Provide information and where necessary liaise with other staff and services on your behalf
• Inform and support you on how to access the Trust’s complaints procedure.

PALS will not:

• provide counselling
• deal with or investigate formal complaints
• provide a complaints advocacy service

How to contact the PALS

Karen Leese and Chris Baghurst are the PALS Managers
Tel: 01992 566123 / 01992 566124 or Freephone 0800 7833396
Fax: 01992 566125

Out of hours we have an answerphone. Please leave a message and we will get back to you as soon as possible.

E-mail: PALS@westessexpct.nhs.uk

Write to:
Patient Advice and Liaison Service (PALS)
Building 1
Spencer Close
St Margaret’s Hospital
The Plain
Epping
Essex
CM16 6TN