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Patient Advice and Liaison Service (PALS)

Patient Advice and Liaison Service (PALS)

Contact details

Telephone: 01604 545784
An answer phone facility is available out of hours / during busy periods and we will respond to any messages as soon as we can.

Email: PALS@ngh.nhs.uk

Open Monday - Friday from 09:00 - 16:00, excluding bank holidays

 

How to find us

The Patient Advice and Liaison Service (PALS) and Bereavement Service are located in area R.

From the South entrance, turn left onto the Hospital Street corridor. Proceed all the way to the end of Hospital Street. Take a right turn and follow the corridor as it slopes upwards past the Oncology department. Bear left as the corridor turns and the PALS office is immediately on your left. 

From the Billing Road entrance, proceed along the corridor until you reach a T-junction. Turn left and continue up the corridor. The PALS office is on the left just before the corridor bears right. 

Click here for the hospital map

When you need advice, have concerns, or don't know where to turn

As a patient, relative or carer sometimes you may need on-the-spot help, advice and support. We will listen to concerns and help you to find ways of resolving them. PALS can signpost to other organisations that may be able to help patients. This includes advocacy services, charity services, NHS England and other NHS Trusts.

If you are unhappy about the treatment that you or somebody you care for is receiving, it may help talking to somebody directly involved such as a nurse in charge, ward manager or Doctor who will make every attempt to resolve your concerns.

 

How PALS can help

Our aims are to:

  • advise and support patients, their families and carers

  • provide information on NHS services

  • listen to your concerns, suggestions or queries

  • help sort out problems quickly on your behalf

  • improve the service to NHS patients

The service is completely confidential, and PALS acts independently when handling patient and family concerns, liaising with staff, managers, and, where appropriate, relevant organisations, to negotiate immediate or prompt solutions. If necessary, we can also refer patients and their families to specific local or national support agencies.

Please note: If you are acting on behalf of a relative or friend, please ensure you have consent of that person.

The PALS officer is not always in the office, or may be already helping with another patient, so there is an answerphone facility. Our standard is to reply to all messages left on the answerphone within two working days, although most of the time we will reply much sooner than that, so please do leave a message (please include your name, the patients name, date of birth and a summary of your enquiry).

Bereavement Service

For the hospital bereavement service please see this page

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