Our Patient Advice & Liaison Service (PALS) is a free and confidential service for anyone who has concerns about aspects of care that you, a friend or family member has received.
PALS are here to help you identify what to do, where to go and who to speak to for support.
How to contact PALS
Post: Patient Advice & Liaison Service, Lancashire & South Cumbria NHS Foundation Trust, Sceptre Point, Bamber Bridge, Preston PR5 6AW.
We are available Monday to Friday, 9am to 5pm. If you need to contact us outside of these hours you can leave a confidential message on our answer machine and a member of the team will contact you as soon as possible.
When to contact PALS?
- Are you looking for clarity about something related to your care or that of another person?
- Would you like to tell us about an experience you’ve had with our service (good or bad?)
- Do you need information about the NHS and our services?
- Have you got suggestions on how we can improve our services?
If any of the above apply, get in touch.
How does PALS work?
When you contact the PALS team we’ll listen to your concerns and then discuss with you the best way to take them forward.
We understand that when you make contact with us it may be a worrying or upsetting time, so our supportive team will aim to make the process as simple and straight-forward as possible.
How quickly will I hear back?
Our team will aim to resolve your issues as quickly as possible, or within three working days.
In cases where concerns unfortunately can’t be resolved within three working days, or need investigating further, we’ll refer your concerns on to the Complaints Team.
Either way, we will always keep you up to date with progress.
Who will be involved?
The PALS team act independently and confidentially when dealing with concerns on your behalf.
We’ll contact people involved, including doctors, nurses, managers or support organisations, to seek answers to your questions and provide feedback.
None of the information you share with us will be entered into patient records. If you are raising a query with us on someone else’s behalf, we will need consent from the individual.
Other help available
In addition to PALS we’ve also made it easier for everyone to access our other services for support. In particular, increased mental health support is now available:
Mental Health Urgent Response Line – Call 0800 953 0110 - Trained professionals are available 24/7 to provide assessment, support and referral to appropriate services.
Mental Health Wellbeing Helpline - 0800 915 4640 or text ‘Hello’ to 07860 022 846 - Volunteers and people with appropriate life experiences are available to offer emotional support and a listening ear for anyone who is lonely or would like to chat about mental health.
OR if you would like to make a formal complaint – please visit our complaints page