Can I use the Patient Advice and Liaison Service (PALS)?

The Patient Advice and Liaison Service (PALS) provides support for patients, their relatives and their carers. This service offers advice, advocacy and can resolve any issues that arise.

An overview of the Patient Advice and Liaison Service

PALS acts as the point of contact between patients, their relatives, their carers and the hospital and its staff.

This service is a valuable source of information about which organisations can help you and can answer questions about what your care may involve.

If you have been unable to resolve a problem by speaking with the healthcare staff directly involved, PALs can help with your questions or concerns.

Am I eligible to talk to them?

PALS is a service for anyone that uses the local NHS.

Several problems, upsets and concerns can be sorted out locally and quickly by the PALS team. They work hard to identify and resolve problems efficiently to stop them escalating.

After listening to your concern, they will discuss the options available with you and offer further assistance if required. If they cannot resolve the situation personally, they’ll put you in touch with the most appropriate person.

Remember, you have the right to expect:

  • Respect for your privacy, dignity and religious and cultural beliefs
  • Protection of your right to confidentiality
  • Access to appropriate services if you’re disabled
How do I talk to PALS?

The Patient Advice and Liaison Service are based at Torbay Hospital and in individual GP practices.

The are available Monday to Friday between 9am and 4pm.

You can contact them by calling 01803 655838 or on the 24 hour freephone number 0800 02 82 037. The Textphone number is 01803 54742.

Alternatively you can ask one of the ward staff to contact them for you or email them through the form on their website.

What should I do next?

Before you make a care decision, look into it a little more and seek advice where you can. These resources should be able to help you: