Support . Empower . Advocate . Promote

What is the Patient Advice and Liaison Service (PALS)?

The Patient Advice and Liaison Service (PALS) has been set up by the NHS for patients who want on the spot help when using their local NHS.

PALS exists to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

You can contact PALS if you want:

  • Information and advice about local health services
  • To raise an issue or concern about a local health service
  • Information about organisations outside the NHS
  • Information about the NHS complaints procedure and how to get independent help if you decide you want to make a complaint

PALS and Indepdendent Health Complaints Advocacy work closely together to try to resolve complaints quickly and satisfactorily. It is always your choice which service you want to use.

Both PALS and Indepdendent Health Complaints Advocacy will refer patients on to each other where appropriate, if you agree to be referred.

So what does PALS do?

  • Helps to resolve patient issues and concerns quickly and locally.
  • Helps patients to speak up for themselves.
  • Provides information to help patients get the best from their health services.
  • Feeds back the information given by patients to senior managers, which may help to improve the quality of health services.

What are the differences between PALS and Indepdendent Health Complaints Advocacy?

Indepdendent Health Complaints Advocacy


An independent advocacy service, not answerable to the NHS

Staff are NHS employees

Offices nationwide

Offices are located in every Trust.

Supports people who want to make a complaint about their NHS care or treatment using the NHS Complaints Procedure.

Can help resolve day to day issues or concerns you may have whilst you are in hospital or receiving NHS care or treatment.

Download information about PALS

To find out more about PALS and find your local PALS office, visit the PALS website  or NHS Choices Directory.