Our Patient Advice and Liaison Service (PALS) team is here if you have questions or concerns or need support. We’re committed to providing quick and clear answers to help resolve any issues you may have during your time with us.
How we can help
We work with staff across the hospital to:
- answer your questions
- sort out any concerns
Our patient advice and liaison service (PALS) team will respond as quickly as we can. We aim to reply within 10 working days, but it may take longer in some cases.
We're receiving a high number of enquiries
Right now, we’re getting more messages than usual. This is causing delays in:
- Answering phone calls
- Replying to emails
- Responding to concerns
We know your feedback matters, and we’re doing our best to respond. Thank you for your patience and understanding.
Please treat our team with respect
We understand that delays can be upsetting. But we will not accept aggressive or abusive behaviour in person, on the phone, or in writing.
Non-urgent advice: Contact PALS
PALS is here to:
- listen to your feedback
- answer questions
- help resolve concerns
- support you if you want to make a complaint
Contact us using the details below, or fill out our online form to send a message directly to the team.
- Email PALS
- Phone: 01223 216756
Available 9 am to 4 pm, Monday to Friday - Drop-in: We are located near the main Addenbrooke's Hospital reception
Open 9 am to 4 pm, Monday to Friday
Closed on weekends and bank holidays
Complete our online contact form.
For inpatients
If you are an inpatient, you can phone us free from your Hospedia telephone by dialling *801. We can also visit you on the ward to discuss your concerns.
We will respond as quickly as possible – usually within three working days.
Check our contact enquiries page
You may find the answer you're looking for on our contact enquiries page. It includes answers to many common questions.
Speak to someone providing care
If you have a question or concern about your care or treatment, please:
- Speak to the person providing your care first
- or ask to speak to the person in charge
This could be a:
- nurse or matron
- doctor
- other healthcare worker
They’ll do their best to help you straight away.
Still concerned?
If you’ve already spoken to staff and still have concerns:
- ask to speak to the person in charge
- if you don’t feel comfortable doing that, contact PALS
Contacting us on behalf of someone else
A friend or relative can contact us for you, but we need your permission before we can discuss your personal information with anyone else.
Medical records and concerns
We may need to look at your medical records to answer your questions or investigate a concern. If you have any questions or concerns about this, please let us know as soon as possible.
Act quickly to resolve problems
Many issues can be solved quickly, so please contact us as soon as you can.
It helps if you provide your hospital number or NHS number when you contact us.
Raising concerns will not affect your care
Raising a concern will not have a negative impact on the care or treatment you or your family receive at our hospitals.
Formal complaints
If the PALS team cannot resolve your concern, or if you want to register an issue more formally, you can raise a complaint.
Appointment queries
For appointment or waiting time questions, contact the relevant department or clinic.
If you need to change your appointment or have questions, go to our contact enquiries page (select appointments from the options).
Alternative formats and support
If you need information in a different format or help to communicate with us, please email the accessibility team.
Support and advocacy outside the hospital
If you need support or advocacy from an organisation outside the hospital, you can contact VoiceAbility. They provide NHS complaints advocacy for most people attending our hospitals.
- Phone: 01223 555800
- Email: VoiceAbility.
VoiceAbility can direct you to other advocacy organisations if you live outside their coverage area. Advocacy services are free and independent of the NHS.
Healthwatch Cambridgeshire
You can also contact Healthwatch Cambridgeshire. Healthwatch is an independent organisation that helps people have a say in decisions about their health and social care services.
Healthwatch can also guide you to other services. If you live outside Cambridgeshire, you can find your local Healthwatch on their website (opens in a new tab).
Letters from loved ones
Our 'Letters from Loved Ones' service helps families and friends share messages and photographs with patients in our hospitals.
To send a message and photos, please fill in our form.
We'll make sure your message and photos are printed and delivered to the patient.
You can also call us on 01223 216756, Monday to Friday, between 12 pm and 4 pm. We will write down your message and deliver it to the patient.
Please provide the patient’s full name, date of birth, and ward (if known) to ensure we deliver it to the right person.
We cannot provide a reply message service from your loved ones. Please do not use emojis in the form, as they will not work.
Delivering items to patients
We can deliver items such as clothes, phone chargers, books, and regular medication to patients.
Please bring items to the hospital Monday to Friday between 9 am and 4 pm. We cannot accept food that spoils quickly, as there may be a delay in delivery.
We understand how important personal belongings and treats are for patients’ well-being, but please only bring the most essential items for the patient.