Patient Advice and Liaison Service

Customer Service Rep

Working in partnership with patients

Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service (PALS) works in partnership with patients and staff to help improve services for our patients.

PALS is part of our commitment to give high standards of care and support to everyone who uses our services.

As a patient, relative or carer, sometimes you may need to turn to someone for on-the-spot help, advice and support. The service aims to:

  • advise and support patients, their families and carers
  • provide information about NHS services and the options available to you
  • listen to your comments, compliments, concerns, suggestions or queries
  • help you resolve any problems or concerns you may have, as quickly as possible

PALS acts independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations to negotiate immediate or prompt solutions.

The service offered by PALS is informal, impartial and confidential.

How to contact PALS

Stoke-on-Trent, North Staffordshire and South Staffordshire Team

  • Write to Us at: Floor 1, Morston House, The Midway, Newcastle-under-Lyme, Staffordshire. ST5 1QG.           
  • Telephone: 0800 783 2865
  • Text: 07970 732152 
  • Email:          
  • Opening hours: Monday - Friday 9am - 4.30pm (excluding bank holidays)

 There is an answer phone service available - please leave a message if no-one is available to take your call and PALS will get back to you.

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