Patient Advice and Liaison Service (PALS)
Although we strive to ensure that the patients we serve receive
the best possible service and care, mistakes and misunderstandings
do occur. We need to know about these in order to improve the
service we provide.
As a patient, relative or carer sometimes you may need to turn
to someone for on-the-spot help, advice and support. This is what
PALS is for and we aim to:
- Provide advice and support to patients, their families and
carers.
- Provide a free, friendly, confidential listening service.
- Help sort out any problems you encounter, but also ensure the
Trust learns lessons from the issues identified.
- Provide information on other NHS and Social Care Services.
- Act independently, liaising with relevant staff, managers and
other organisations to negotiate prompt solutions.
You may have suggestions for ways in which we can improve our
service, if so we would be pleased to hear from you – we value your
opinions! For more information on PALS click
here to download our Trust leaflet.
If PALS is unable to resolve your concerns informally they will
advise you on the options available including how to raise a
complaint via the NHS and Social Care Complaints procedure.
A PALS representative is available Monday - Thursday 09:00-17:00
hours and Friday 09:00-16:30 hours. Outside of these hours you can
leave a message with one of our 24 hour caller takers who will pass
your concern to a PALS Manager on the next working day. If you
prefer not to telephone a PALS Manager you can raise your concern
by writing to:
West Midlands Ambulance Service NHS Trust
Millennium Point
Waterfront Business Park
Waterfront Way
Brierley Hill
West Midlands
DY5 1LX
Email: pals@wmas.nhs.uk
Tel: +44 (0)1384 246370
Tel: +44 (0)1926 883160 (24 hours)