Patient Advice and Liaison Service (PALS)

Our Patient Advice and Liaison Service (PALS) is an accessible, confidential, free service that supports service users, carers, relatives and friends by listening to their views and concerns.

It aims to resolve problems and concerns quickly before they become serious, negotiating solutions to concerns before they become complaints.

PALS staff liaise with and complement the work already being done by clinical staff such as doctors and nurses. It is an information point for service users, carers and families about local health services, voluntary organisations and support groups. It is also a gateway to the complaints procedure and specialist independent advocacy services.

PALS also acts as an early warning system for the Trust and the Patient and Public Involvement forum that monitors problems as they arise, highlighting gaps in services and staff training and submitting anonymous reports for action.


Post:   PALS Officer           
           PALS, Complaints and Incidents Team
           Cheshire and Wirral Partnership NHS Foundation Trust
           Countess of Chester Health Park
           Liverpool Road
           CH2 1BQ

General enquiries: 01244 397397


Understanding the Health Service and all its complexities can be daunting and finding answers can sometimes be difficult. PALS are here to:

  • Help you find answers to questions or concerns regarding the care or treatment that you have received from NHS services.
  • Provide you with information, advice or support if needed.
  • Help to resolve concerns quickly by liaising with staff and managers.
  • Refer on to external agencies or specialist advocacy services, where this is appropriate. 

Freephone: 0800 195 4462 

The PALS service operates from 9am to 5pm. Outside of these hours you can leave a message on our voicemail, and we will contact you as soon as we are able to.

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