Expressing concerns or appreciation

PALS team member speaks to a customerWe are committed to providing a high quality healthcare service for our patients. You have a right to a first class service. However, sometimes there are misunderstandings or things go wrong.  When this happens you have the right to tell us of your concerns or complain.

When you contact us to give us your valuable feedback this will be used to help us improve our services.  We understand that you are in the best position to tell us where systems are not working, could run more smoothly or indeed when you feel we have looked after you well. Positive feedback about services is always passed on to the relevant people.

All information given is confidential.  We assure you that expressing your concerns will in no way adversely affect the care and treatment provided.

What should I do?

Many problems can be resolved as soon as you feel unhappy so please come and talk to us.  For example, speak to the ward manager if you are an in-patient or the doctor or receptionist if you are attending an out-patient clinic. We know that many problems are due to lack of information or a breakdown in communication.  Our staff will endeavor to help to resolve your worries straight away.


The Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service are here to help if you remain concerned after speaking to a member of staff.  The PALS team aim to support you by:

  • Being available to see you in person, speak on the telephone or receive an email.
  • Liaising with departments to resolve problems quickly and efficiently.
  • Offer advice to support patients and carers on healthcare issues.
  • Listening to concerns and ensuring these are passed on in order to be taken on board.
  • Ensuring that any kind words of appreciation reach the relevant members of staff.
  • Protecting your information and ensuring patient confidentiality is maintained.


Find out more about PALS

We have a patient information leaflet which you can download here:

PDF document

 How to tell us about a concern make a complaint or express your apppreciation [pdf] 350KB

Get in touch with PALS

Come and see us: The PALS team office is on Level C at Pinderfields Hospital (above the coffee shop). You can drop in and see us without an appointment Monday to Friday, 10am to 4pm.

Call us: On 01924 542972 Monday to Friday, 8.30am to 5pm.

E-mail us: at


Text Relay System

For deaf, hard of hearing and speech impaired people we use the Text Relay system. Anyone can use the service to contact the Patient Liaison Team by dialling 18001 then the full phone number of the person you want to call. For example 18001 + 01924 + 542972. There is no need to pause between numbers, simply dial the number you want to contact. The Patient Liaison Team will then be connected to a relay assistant who will speak the information typed on the text phone and the call will progress accordingly. Text Relay calls are charged at the customer’s standard rate.