Our Patient Advice and Liaison Service (PALS) is here to help you.
You can contact us if you:
- have questions
- have concerns
- need support
We aim to give clear answers and help sort out problems quickly.
First step: speak to staff
It is often quickest to speak to the staff involved in your care. They may be able to fix the problem straight away.
If you are an inpatient:
- Speak to the nurse in charge, ward manager, or your care team
If you are an outpatient:
- Ask to speak to the service or area manager
Common enquiries
Before contacting PALS, you may be able to find what you need in our common enquiries. It covers a wide range of questions and can help direct you to the right team or information more quickly.
Common enquiries include:
- Book, change or cancel an appointment
- Appointment cancellations
- Waiting times
- Changing to a different consultant or hospital
- Access to your records
- Lost property or refunds
- GP or clinical enquiries
- Worsening symptoms
Non-urgent advice: What PALS can do
- Listen
-
We give you a safe space to share concerns or feedback
- Resolve
-
We work with staff to try to fix problems quickly
- Inform
-
We explain hospital services and your rights
- Support
-
We guide you through complaints or advocacy services
- Celebrate
-
We pass on your compliments to staff
Urgent advice: What PALS can't do
- Give medical advice
- Discuss your diagnosis
- Speed up appointments or treatment
- Change decisions about your care or discharge
- Offer counselling
- Provide medical records
- Offer advocacy and mediation
We also cannot deal with concerns about your GP, pharmacist, optician, or mental health services. We can help you find the right team.
To request medical records, contact the Access Office.
Contact PALS
You can contact us in different ways:
Phone: 01223 216756
(Monday to Friday, 9am to 4pm)
Email: Email PALS
Online: PALS online contact form
In person:
Near the main reception at Addenbrooke’s Hospital
Opening hours:
Monday to Friday, 9am to 4pm
Closed weekends and bank holidays
You may find the answer you're looking for on our contact enquiries page. It includes answers to many common questions.
For inpatients
You can call us free from your bedside phone by dialling *801.
We can also visit you on the ward.
Contacting us for someone else
A friend or family member can contact us for you.
We will need your permission before we can share your information.
Complaints and further support
Making a formal complaint
If we cannot resolve your concern, you can make a formal complaint.
Independent support (advocacy)
You can contact Pohwer for free, independent support with NHS complaints.
Phone: 0300 456 2370
(Monday to Friday, 8am to 6pm)
Email: pohwer@pohwer.net
Pohwer can help you find support in your area if needed.
Healthwatch
Healthwatch is an independent organisation. They help people share their views about health and care services.
You can contact your local Healthwatch (opens in a new tab) through their website.
Useful information
You may also find these pages helpful:
- Making a formal complaint
- Freedom of Information requests
- Contact us
- Media enquiries
- Legal services
- Mental health support
Accessibility
If you need this information in another format, or need help to communicate with us, please contact the accessibility team.