Patient Advice and Liaison Service (PALS)

Due to COVID-19 the Patient Advice Liaison Service are working remotely and are available on the following free phone number 0800 195 4462 – You will NOT be able to leave a voice message but keep trying the number or alternatively email Unfortunately we will not be able to provide 1 to 1 meetings at this time.

 Our Patient Advice and Liaison Service (PALS) is an accessible, confidential, free service that supports people 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.

Click here to view our PALS leaflet.


Post: PALS           
Patient and Carer Experience Team
Cheshire and Wirral Partnership NHS Foundation Trust
Redesmere, Countess of Chester Health Park
Liverpool Road
Chester, CH2 1BQ

General enquiries: 0800 195 4462 (freephone)

PALS is an informal service to help you manage your concerns, if you wish to make a formal complaint please see the link above to the complaints page.


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 CWP 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. 

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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