Patient Advice and Liaison Service

Our Patient Advice and Liaison Service (PALS) provides a point of contact for patients, carers, and their family and friends, who may have a concern and wish to raise it. 

The PALS team are knowledgeable and experienced in handling patients' concerns and have overall responsibility for ensuring responses are coordinated effectively and efficiently. 

What can our PALS team do?

  • Talk to senior staff on your behalf to try to resolve any concerns of issues
  • Tell you about the services the Trust provides and more generally about the NHS
  • Provide information and signpost you to other support organisations
  • Listen to your suggestions and comments and take action to improve our services
  • Hear about your positive experience and share compliments with those involved
  • Tell you about the formal complaints process

If we are not able to resolve your concerns via PALS, you have the option to make a formal complaint.

Making a complaint does not affect the quality of care you will receive and you can be assured all complainants are treated with dignity, respect and are kept confidential. 

How to raise a concern

Concerns can be received by post in writing, by email, or verbally to a member of the PALS team at Peterborough City Hospital (PCH) or Hinchingbrooke Hospital (HH)

In person at PALS:

PALS – PCH: Located at Peterborough City Hospital in the main reception opposite  Pharmacy.

PALS – HH: Located at Hinchingbrooke Hospital in the main reception

 

By telephone:

PALS – PCH: 01733 673405

PALS – HH: 01480 428964

 

In writing:

PALS

Peterborough City Hospital

Edith Cavell Campus

Bretton Gate Peterborough

PE3 9GZ

 

or

 

PALS

Hinchingbrooke Hospital

Hinchingbrooke Park Road

Huntingdon

PE29 6NT

 

By email

PALS Peterborough:  nwangliaft.pals@nhs.net

PALS Hinchingbrooke: hch-tr.pals@nhs.net

 

Online form

If you have issues regarding your current care, appointment issues, an inpatient admission, or your wait to be seen in our hospitals this is the route to choose.  The issues raised are escalated to a senior member of staff of the area the concerns relate to. A response will be provided to you usually by telephone or email and not in the format of a written response. 

PALS aim to provide a response to you within either 5 or 10 working days.

 

  1. Peterborough City Hospital
  2. Hinchingbrooke Hospital
  3. Stamford & Rutland Hospital
  4. Our Community Hospitals
  5. Visiting Our Patients