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Patient Advice and Liaison Service (PALS)

COVID-19 PALS update:

Due to restrictions introduced because of the pandemic the PALS team are currently unable to receive visitors to our offices so the way you are able to contact us has changed.

We would like to take this opportunity to apologise for any inconvenience this may cause and appreciate your continued support and understanding. 

We aim to continue to provide support and a high level of service to patients, whilst also supporting our staff. Should you wish to make an enquiry or discuss a concern then please contact us by phone on 0151 430 1376, email at or via Webform.

We will respond as soon as we can, within the hours of 9.00am to 5.00pm, Monday to Friday (excluding bank holidays). If you are unable to contact us yourself, please could you provide consent for a family member or friend to act on your behalf.

Please note PALS is not an emergency service. If you have concerns regarding your medical health, please contact your GP or 111.

What is PALS?

The Patient Advice and Liaison Service (PALS) provides impartial advice and assistance in answering questions and resolving concerns that patients, their relatives, friends and carers might have when accessing the NHS services provided by STHK.

Patients and carers that are unhappy with any aspect of their care are advised to speak to a member of staff on the ward or in the department they are being treated in as soon as possible.  If they feel unable to speak directly to staff, then they are advised to contact PALS who will be able to assist.  The team can also visit patients and carers on the ward if they are unable to visit the PALS office. Very often problems can be resolved straight away, so please contact PALS as soon as possible.

Aims of the PALS team:

  • listen to patients' concerns, queries and suggestions
  • advise and support patients, their families, and their carers
  • help resolve problems quickly on your behalf by liaising with the relevant teams
  • Pass on your comments and suggestions on improving our hospital services to the relevant management.
  • If we are unable to resolve your concerns, we can provide you with information about the Trusts formal complaints process and should you require assistance in making a complaint, we can provide you with information on the independent complaints advocacy service.

You can contact the PALS team via the following:

Telephone: 0151 430 1376
PALS opening hours are: Monday to Friday 9am to 5pm (excluding bank holidays)

PALS Satisfaction Survey

The PALS satisfaction survey has been developed by the Patient Experience Team to ask you about your experience whilst accessing our PALS service, you may be asked to complete this survey once your concerns have been dealt with by the team. If you wish to opt out of completing this survey please let a member of the PALS team know.

The Trust is committed to making the process of raising a concern as easy as possible and appreciates that raising a concern can be very difficult. Please be assured that your responses are anonymous, so whether or not you take part in this survey, and that if you do so whatever you tell us, will have no effect on any treatment you or your loved ones receive now or in the future.  We hope that you feel able to help.  

You can complete the survey here

Online PALS Webform

Date* Please use dd/mm/yyyy format

Type of Query* Please select from the dropdown menu.

Full Name*

Telephone Number*

Email Address*

Preferred Method of Contact:*

Is your enquiry about you?*

If you are not the affected person, please complete the following or type N/A:

*Please note if you are not the affected person, consent will be required to proceed with your concern/enquiry.

Affected patients full name*

Affected patient date of birth* Please use dd/mm/yyyy format

Affected patient home address*

Is the affected patient an inpatient? If so please advise of ward/location*

Are you next of kin of the patient affected?*


Would you be willing to complete a satisfaction survey once PALS has resolved your concern/enquiry?*

By sharing your details you have given permission for the Trust to contact you in regards to this query.

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