Patient Advice and Liaison and Customer Service


The Patient Advice and Liaison Service (PALS) remains a key asset for both patients and the organisation, supporting immediate and responsive resolution to potential complaints. If you have any concerns or dissatisfaction it is very important to make the staff involved, aware as soon as possible; this will allow them to quickly put things right for you.

If you would like us to look into your concern please use the contact details below and our PALS officer will come back to you.

Post: Floor 2, Morston House, The Midway, Newcastle-under-Lyme, Staffordshire, ST5 1QG.

Telephone: 0800 783 2865

Text: 07970 732152


Opening hours: Monday - Friday 9am - 4.30pm

Where possible the team will provide answers for you. If the team is unable to resolve your concern, you may wish to make a complaint. Click here for more information on how to make a complaint.

If your concern relates to any other NHS organisation, please contact their PALS Services on the contact details listed here.


Our staff are here to help you and it is important to let them know if you have any suggestions or comments about the services you have received.

Your compliments give us the opportunity to let staff know that their care and professionalism have not gone unnoticed. If you would like to give positive feedback about one of our services or praise a member of staff, please use the contact details above.

Alternatively, please click here to raise a CONCERN or please click here to raise a COMPLIMENT.

Data Protection

The information that the Organisation collects about you will be stored on our secure database. This system allows us to record when we have contact with you, whilst using the information provided for statistical analysis. The database is hosted by a private company (known as the data processor), who store the data on the organisations behalf. The system supplier does not routinely have access to the information that is recorded in the database. If they do require access to this information, for the purpose of site maintenance, then the organisations consent will always be sought.

The organisation takes confidentiality and information security very seriously and meets all legislative requirements when entering into on a contract with a Data Processor. The information you supply will be held securely and in accordance with the Data Protection Act 1998. You can request, at any time, that your information is not recorded in this way.


Please click the links below for further information on each topic.


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