Safeguarding
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Home > Patients and visitors > Concerns, comments & compliments
The Patient Advice and Liaison Service (PALS) is a service for anyone who needs help or information while using our hospital services.
If you have any questions, problems or concerns about your care or the care of the person you are looking after in relation to:
If you have not been able to get the answers you needed or do not feel comfortable speaking with the clinical staff you can contact us and we can help you to obtain answers to your queries.
The service is free and completely confidential. If we cannot help you immediately, we will take details of your problem and ask the relevant department or ward to contact you. If the concern you bring to us is about another trust we will contact the relevant trust so that they help you, or we will give you the information you need to contact the correct trust.
PALS can take details of compliments or positive feedback you wish to pass on to a member of staff, ward or department, and can also give you further information relating to the Thank You Awards and the Nightingale Awards which recognise and award trust staff’s commitment and achievements. You can send compliments to stees.compliments@nhs.net and the PALS officers will pass onto the relevant team.
The PALS team is based at The James Cook University Hospital site in Middlesbrough.
Our opening hours are Monday to Friday 9am to 4pm. You can ask to speak to us on the telephone at the main reception of any of our hospitals, or you can contact us directly via telephone, post or email. We can also arrange to meet with you at The James Cook University Hospital, either on the ward or at north or south reception where we have quiet rooms which provide privacy and confidentiality.
The team can be contacted on freephone: 0800 0282451 or on 01642 854807
If you get through to an answer-phone we apologise, but this is sometimes unavoidable. It happens when staff are answering another call, or are temporarily out of the office. Please leave a message and a contact number and we will endeavour to contact you by the next working day wherever possible.
For PALS enquiries, we require verbal consent from the patient wherever possible, to ensure they are happy for us to investigate the issues raised, and also that they give their permission for us to discuss their medical details with the person raising the enquiry. We can obtain verbal consent from the patient by telephone, or we can visit them on the ward if they are an in-patient at The James Cook University Hospital.
Your enquiry will help improve trust services, and we are interested to hear what patients and carers think of our services.
Download our PALS leaflet (119kb)
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Click here to visit the Teeswide Safeguarding Adults Board website