Patient Advice Liaison Service (PALS)

patient complaints, help, advice and information

What does it do?

The Patient Advice and Liaison Service (PALS) is about making sure that as a patient, relative or carer you have someone to turn to for on the spot help, advice and information. Your first point of contact will usually be front line staff such as a nurse, receptionist or therapist
who will have a vital role in helping you find your way around the NHS.

However if front line staff are unable to resolve your issues ‘on the spot’ you can ask to speak to any member of the PALS team. The PALS team will…

  • Listen – Provide a confidential listening and support service for any concerns that patients, their relatives and carers may have
  • Inform – Provide information about NHS treatment and services provided
  • Advise – Provide immediate advice on how to resolve queries and advise on voluntary agencies offering help and support
  • Help – Help patients, their relatives and carers find their way through the NHS
  • Involve – Provide information about how patients and the public may become involved in the planning and development of NHS services

It should be noted that PALS is an advice service that does not replace the formal NHS Complaints Procedure. Should the Patient Advice
and Liaison Service be unable to resolve your enquiries then you may wish to take the matter further via the formal NHS Complaints route. Click here for more information on complaints.

Who it is for?

Patients, relatives and carers.

Where it is available?

Local service (Gedling, Mansfield, Ashfield, Bassetlaw, Broxtowe, Newark and Sherwood, Rushcliffe).

What it costs:

The service is free of charge.

How to access or apply for it:

You can contact the Patient Advice and Liaison Service by calling the PALS Helpline: 0115 993 4542 (ask for PALS officer) or e-mail PALS at:
or by freepost to:
Complaints Team
Patient Advice & Liaison Service
NHS Nottinghamshire County
NG21 0HJ


Info last updated:

Birch House Ransom Wood Business Park, Southwell Road West, Mansfield, Nottinghamshire, NG21 OHJ