Patient and Public Involvement

Patient Advice and Liaison Service

As a patient, relative or carer sometimes you may need to turn to someone for on-the-spot help, advice or support. This is where the Patient Advice and Liaison Service comes in.

***New Service Launching*** PALS for Children and Young People

We provide a confidential one-stop service, helping you to sort out any concerns you may have about the care the Trust provides.

We will guide you through the different services available from the NHS and where necessary steer you towards the complaints process.

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What services do we offer?
Why have PALS?
Contact the PALS team

What services do we offer?

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

Onsite awareness sessions can be provided by the PALS Team - where arrangements can be made for groups of any size and can take place informally in-situ to minimize disruption of work patterns.

If necessary, we can also refer patients and families to specific local or national-based support agencies.
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Why have PALS?

A number of new initiatives were included in Chapter 10 of the new NHS Plan and in the Health and Social Care Act to create a new system for patient representation and support. Use the link for some guidance on PALS Standards.

PALS Standards
1.The PALS service is identifiable and accessible to the community served by the Trust.
2.PALS will be seamless across health and social care.
3.PALS will be sensitive and provide a confidential service that meets individual needs.
4.PALS will have systems that make their findings known as part of routine monitoring in order to facilitate change.
5.PALS enables people to access information about Trust services, and information about health and social care issues.
6.PALS plays a key role in bringing about culture change in the NHS placing patients at the heart of service planning and delivery.
7.PALS will actively seek the views of service users, carers and the public to ensure effective services.

The consultation on the NHS Plan showed that sometimes patients want extra help while they are using Healthcare services. Being ill, or in need of care is stressful and health services can be intimidating. So in order to address public concerns and make patient experiences as smooth as possible, PALS was introduced in every English NHS Trust as a core service.

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Contact the PALS team

Before contacting us maybe our Frequently Asked Questions (FAQ) page will help you with a problem you are currently experiencing.

The PALS team have offices located at the Heartlands, Solihull and Good Hope Hospitals and are open Monday to Friday between 9am and 5pm. You can contact PALS using the following phone numbers, or alternatively, email the PALS team at  pals@heartofengland.nhs.uk

Heartlands Hospital  (0121) 424 1212
The PALS office is located behind the reception in the new main entrance.

Solihull Hospital  (0121) 424 1212
The PALS office at Solihull is located in the main entrance.

Good Hope Hospital  (0121) 424 7889
The PALS office at Good Hope is located in the Main Treatment Centre.

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Patient & Public Involvement - New Main Entrance, Heartlands Hospital, Bordesley Green, Birmingham B9 5SS
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