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Patient Advice and Liaison Service (PALS)

What is the Patient Advice and Liaison Service (PALS)?
Our patients and service users are the most important people in the NHS. The Trust’s Patient Advice and Liaison Service (PALS) is here to help ensure that you receive the best possible service when you are under our care. PALS is here to help you if you: 

  • Don’t know what’s happening?
  • Want information but don’t know where to get it?
  • Want to sort out a situation but don’t want to complain?
  • Want to complain - but are not sure how?
  • Want to speak to someone but not sure who?

How does PALS work?
We can provide telephone advice, and can also arrange to meet you by appointment. PALS will listen to your queries and concerns, and try to get them sorted out as quickly as possible. In order to do this we may need to contact other health care staff. We will only do this with your permission.

The PALS service is confidential. We will not contact other people on your behalf without your consent. PALS is designed as an additional service to support patients, relatives, carers, friends of patients or members of the public in navigating the NHS system. If you have questions or concerns about the services the Trust provides, we are here to listen.

The service does not prevent people from talking to the person responsible for their care, but is an additional service to support them. PALS does not offer counselling, diagnosis or any medical advice, and does not replace the Trust’s complaints system. If you are still unhappy after contacting the PALS office you can make a formal complaint.

Data Protection
PALS may occasionally need to collect personal information from you, your relatives or carers. This is to help us deal with your concerns, and provide you with the best possible service. All information will be treated as confidential and will be kept in accordance with the Data Protection Act 1998.

How to contact PALS

Write to:

Patient Advice and Liaison Service
HPFT Head Office
The Colonnades
Beaconsfield Road
Hatfield
AL10 8YE

Tel: 01707 253916
Monday to Friday 9am - 3pm

Email: pals.herts@hpft.nhs.uk

 

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