Patient Advice and Liaison Service (PALS)

PALS is a valuable source of information about which organisations can help, or if you have questions about what your care may involve.

Our Patient Advice and Liaison Service is available for patients, their families or carers. If you have been unable to resolve a problem by speaking with the healthcare staff directly involved, we can help you with your questions or concerns.

PALS is a service for anyone using the local NHS. Many problems, upsets and concerns can be sorted out locally and quickly by identifying the problem and trying to resolve it. Prompt action can stop problems escalating. After listening to your concern, we will discuss the options available with you and offer further assistance if required. If the problem is such that we cannot resolve the situation personally, we will put you in touch with the most appropriate person to help.

Do remember that 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 are disabled

Community Hospitals and Community Services PALS Team

The front line of PALS for services in the community is provided by our Customer Service Centre Advisers, who give immediate first line guidance, advice, information and signposting to services. If your concern is sensitive or complex, requires more specialist help or in-depth information, the CSC Advisers will suggest that the PALS Adviser speaks with you to discuss your concerns in more detail. Talking to PALS is confidential and your concerns will not be passed on without your agreement.

A PALS enquiry on your behalf will not affect any service that you receive, so do contact us for help and advice on: Freephone 0800 032 7657 or 01803 219700. Lines are open between 8am – 6pm, Monday to Friday. Alternatively you can contact the Customer Services Centre or PALS and Complaints via our online contact form.

Torbay Hospital PALS Team

A PALS Officer is available in person, Monday to Friday, between 10am and 4pm. You can contact them by calling 01803 655838 or on our 24 hour freephone number 0800 02 82 037. Alternatively you can ask one of the ward staff to contact them for you. They can also be contacted by Text Phone on 01803 654742, by FAX on 01803 617162, or by email (your email will go direct to PALS).

We also have the following information leaflet: Patient Advice and Liaison Service.

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