Patient Advice and Liaison Service (PALS)

By contacting PALS, you can talk to someone who is not involved in your care. You can ask questions, get advice or give your opinions.

Providing on-the-spot help and support with the power to negotiate solutions or speedy resolutions of problems, PALS also acts as a gateway to independent advice and aims to:

  • Be identifiable and accessible;
  • Provide help and support with the power to negotiate solutions to problems;
  • Act as a gateway to independent advice;
  • Provide accurate information to patients, carers and families;
  • Provide advice and support to you, your family and carer(s).
  • Listen to and act on your concerns, suggestions or comments.
  • Help to resolve your concerns by liaising with the ward or department involved on your behalf.
  • Pass on positive feedback to the relevant members of staff working in that area.

PALS can help to resolve your concerns informally but is not part of the formal complaints process. If you would like to make a formal complaint, please read the next section ‘Making a complaint’.

How can I contact PALS?
You can:

  • Phone: 0121 507 5836, 10am – 4pm, Monday – Friday. (Please leave a message if the line is engaged or if you are calling outside office hours.)
  • Email:
  • If you would like to see someone, you can drop in at City Hospital between 10am and 4pm or phone the office to arrange an appointment. The team can be found at:

Birmingham Treatment Centre (ground floor)
City Hospital
Dudley Road
B18 7QH

  • Send your concern or question to us by completing the our feedback form and submitting it online or:
    • Handing it to a member of staff
    • Posting it to the address above
    • Faxing it to 0121 507 5893
    • Putting it in one of our red boxes. These are located: at Sandwell General Hospital outside the PALS office  (near the main entrance) and near the Emergency Department; near the PALS office at City Hospital; and in the main reception at Rowley Regis Hospital.

A member of the PALS team will aim to get back to you within 2 working days.