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Patient advice and support

Our Patient Advice and Liaison Service (PALS) and Patient Support Service offer confidential advice, support and information about your healthcare and our services.

On this page

About our Patient Advice and Liaison Service (PALS)

Our PALS team are here to support our patients, relatives and colleagues by discussing their experiences and helping to resolve concerns.

Our team are friendly and supportive, and here to listen to you. PALS can support you in the following ways:

  • help answer your health-related questions
  • provide impartial information on a range of issues relating to hospital services
  • explain the Trust complaints procedure and how to raise a formal complaint
  • listen to your suggestions for service improvements
  • offer advice about the NHS and support groups outside the NHS

Contact us

Call us

Tel: 0800 019 3282

This is an automatic voicemail service. Please leave us a message containing your contact details and the reason for your call. A member of our team will return your call as soon as we can. We respond to calls from Monday to Friday between 9am and 4pm.

Fill in our online form

Fill in our online PALS Request form
Your request will be reviewed by a PALS Advisor. We will respond to you as soon as possible.

You can also use the printable version of this form

Email us

You can email us at ghn-tr.pals.gloshospitals@nhs.net. We respond Monday to Friday between 9am to 4pm.

Write to us

PALS Office
Gloucestershire Royal Hospital
Great Western Road
Gloucester
GL1 3NN

Visit us

Our drop-in service is temporarily unavailable. However, if you would like to schedule an appointment with a member of the team, please contact us by telephone or email.

If you would like to speak to a member of the team via video call, please complete our feedback form, providing details of what you wish to discuss. We will then contact you to schedule an appointment.

Service enquiries

We would be grateful if you could direct your enquiry to the relevant service below:

Sharing a compliment with PALS

There are occasions when care and treatment within our hospitals goes well and you may wish to share positive feedback, or say thank you to the staff who you have met or who have cared for you or your relative. If this is the case, our PALS advisors can make sure it is passed onto staff for you.

You can forward your compliments to PALS via our postal address or email.

Alternatively, you can Say thank you to the team or ward involved in your care

Messaging service

PALS offer a service to enable you to send a message or photograph to a loved one while they are in hospital.

Your message will be presented in colour and delivered in a specially designed envelope. If you wish to send a message, please email the PALS team directly at: ghn-tr.pals.gloshospitals@nhs.net

External support

Unfortunately, PALS are unable to support with any concerns relating to external NHS services such as your GP, the Ambulance Service or Community-based services. If you wish to raise an informal concern or formal complaint about these services, you can contact the following teams for support.

Gloucestershire Integrated Care Board
GP’s, Pharmacy or Dentists
Tel: 0800 0151 548
Email: glicb.pals@nhs.net

Gloucestershire Health and Care Trust
Mental Health, Community Hospitals and District Nursing
Tel: 0300 421 8313
Email: experience@ghc.nhs.uk

South West Ambulance Service Trust
Tel: 01392 261585
Email: patientexperience@swast.nhs.uk

Adult Social Care Helpdesk
Social care support at home
Tel: 01452 426868
Email: socialcare.enq@gloucestershire.gov.uk

Share feedback

If you would like to tell us when something has gone well or if there is something we can improve, you can provide us with feedback.

This feedback will be shared with those involved in your care.

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