Patient Advice and Liaison Service (PALS)
PALS is an accessible and confidential service for patients, relatives and carers.
The service acts independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations to negotiate immediate or prompt solutions.
PALS aims to:
- offer advice and support to patients
- provide information on NHS services
- listen and respond to queries
- help sort out problems on your behalf
PALS will help you if you:
- are unhappy with your hospital, GP or community services and need help to negotiate a solution
- need advice, have concerns and suggestions but are unsure who to speak to
- need to identify a problem
- need to 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
- would like to be put in touch with voluntary support, advocacy services or need information on other NHS services
- feel the Trust could learn from your experiences of using its services
PALS will not:
- investigate complaints
- deal with a problem that is currently being investigated under the NHS Complaints Procedure
- pursue a concern that has already exhausted the NHS Complaints Procedure. If you have been unable to resolve a problem by speaking with the healthcare staff directly involved, PALS can help you with your questions and concerns
How do I contact PALS?
PALS Officer
NHS Dorset
Quality Directorate
Customer Care Team
Vespasian House
2nd Floor, West Wing
Bridport Road
Dorchester
DT1 1TS
- telephone: 01305 361285
- send an email: PALS@dorset-pct.nhs.uk
How do I make a complaint?
If you have a complaint or concern you should contact:
Customer Care Manager
NHS Dorset
Quality Directorate
Customer Care Team
Vespasian House
2nd Floor, West Wing
Bridport Road
Dorchester
DT1 1TS
- telephone: 01305 368914
- send an email: complaints@dorset-pct.nhs.uk
