Patient Advice and Liaison Service (PALS)

Our services

The Patient Advice Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.

We’re here to help.

We can provide help in many ways. For example, we can:

  • Help answer any questions about your care and treatment here in hospital.
  • Advise and support you and your family. We understand that being in hospital can be an anxious time, and you might need someone to act on your behalf.
  • Listen to your suggestions for improving our service for patients and visitors and provide feedback to Trust staff.
  • Help resolve your concerns if you are unhappy with any aspect of your care.
  • Pass on your compliments to staff if you are pleased with the way they cared for you.

We work closely with staff across the Trust to resolve problems promptly.

Our PALS team will acknowledge any contact within two working days and aim to resolve any issues within ten working days.

If the PALS team cannot resolve your concerns, or if you would like to register your issues more formally, you may wish to raise a complaint.

Letters from loved ones

Due to our current visitor restrictions, we know it is very difficult not being able to see loved ones and how important it is to stay in touch.

To help you communicate with your loved ones, you can now send a message and some photos by filling in the form. We will make sure these are printed and delivered to the patient.

We also have a dedicated phone line for you to relay messages.

Just call 01223 216756, Monday to Friday between 8am and 8pm, and we will write down your message and deliver it to the patient.

Please make sure you include the patient’s full name, date of birth and ward (if you know it) – so we can make sure it goes to the right person.

Unfortunately we are not able to provide a reply message service from your loved ones. Please do not use emojis in the form as it will not work.

Bringing items in for patients

During Covid-19 we are happy to pass on personal items to patients.

Please bring items to the hospital on Monday to Friday between 8am and 7pm.

We are unable to accept food which perishes quickly, as there may be a delay of several hours before the items can be delivered.

We understand that personal possessions and treats are important for patients’ wellbeing, but please be considerate and limit items to those which are most important to the patient.

If you, your relatives or your carers are unhappy in any way with any part of your treatment, or the service you receive while in hospital or an outpatient clinic, you or they should speak to a member of the ward or clinic staff as soon as possible.

Support for people raising concerns

If you require support or advocacy from a source outside the hospital, you can contact an organisation which provides NHS complaints advocacy. For most people attending CUH, the organisation providing this service is ‘Total Voice’. Total Voice will be able to direct you to other advocacy organisations if you are outside the area they cover.

Advocacy services are free and independent of the NHS and can support you to make an NHS complaint yourself, or an advocate can help you write letters and will attend meetings at the hospital. More information is on their website.

You can also contact Healthwatch Cambridgeshire. Healthwatch is an independent organisation which ensures that people have a say in important decisions about their health and social care services in their area. They can also signpost you to the relevant NHS complaints advocacy service. If you live outside Cambridgeshire you can find this on your local Healthwatch website.