The Patient Advice and Liaison Service (PALS) provides patients, relatives, carers and service users with confidential and impartial help if they have a problem or need more information while using NHS services.
The overall aim is to improve the patient experience by offering advice and support, listening and responding to concerns, suggestions or queries and helping to sort out problems quickly on your behalf.
The PALS officer can talk to staff, management and other organisations on your behalf and will always ask for your permission before personal information is discussed with others. The service is totally confidential. Our aim is to agree on the best way forward to deal with a problem and to get it resolved quickly – if possible on the spot. Only in exceptional cases where your safety or that of others must be considered will we have to pass on information. We will always tell you if we have to do this.
PALS can formally investigate issues that you raise with us. We will ensure that the matter is brought before the senior managers of the area concerned. We will contact you with an explanation of what has happened and let you know what has been done to rectify matters for the future. If this does not resolve matters to your satisfaction then we can advise you where to seek specialist advice and advocacy to make a formal complaint.
Please contact the PALS team on 01935 384706, by email firstname.lastname@example.org or you can also write to the PALS team, Level 3, Yeovil District Hospital, Higher Kingston, Somerset BA21 4AT.