Patient Advice and Liaison Service (PALS)

We are currently receiving a very high number of contacts and unfortunately this is leading to delays in responding to telephone calls, emails and concerns. Please be assured that we value your feedback, but it may take us longer than usual to get back to you.

We recognise the wait may be distressing but are working hard to provide support for our patients, service users and members of the public, and we thank you in advance for your patience and understanding. Please be aware that aggressive and abusive behaviour directed towards members of our team – in person, via telephone, or in writing – will not be tolerated.

Please visit our Contact Enquiries page where we have provided answers to many ‘Frequently Asked Questions’ as you may find this helpful.

Speak to a member of staff

If you, a family member or friend have any questions, would like more information, or have a concern about your care or treatment – please speak directly with the person providing the care or treatment in the first instance, or ask to speak to the person in charge.

This could be a nurse or matron, a doctor, or another health professional. They want to help you and will try to resolve your concerns right away.

You may also find it helpful to look at the information on our contact enquiries page. This page provides answers to many commonly asked questions.

Contacting PALS

If you have tried speaking to a member of staff looking after you and you are still concerned, you should ask to speak to the person in charge. If for any reason you feel unable to speak with the person in charge or it has not helped, please contact the Patient Advice and Liaison Service (PALS). The PALS team will listen to you and work with you to achieve a satisfactory resolution whether you are requesting information, providing feedback, raising a concern, or need information about making a complaint.

Our contact details are below, and we also have a form where you can send enquiries direct to the department.

A friend or relative can contact us on your behalf, but we must have your permission before we discuss your personal circumstances with anyone else.

We may need to look at your medical records in order to answer your questions or look into a concern. Please let us know straightaway if you have any questions or concerns about this.

Very often problems can be resolved swiftly, so please contact us as soon as possible.

It is helpful if you can tell us your hospital number or NHS number when you contact us.

Raising a concern will not have a negative impact on the care and treatment you or your family receive at our hospitals.

If the PALS team cannot resolve your concerns, or if you would like to register your issues more formally, you may wish to raise a complaint.

If you have any queries about appointments and waiting times, please contact the relevant department or clinic direct.

If you have questions about an appointment, or would like to change one, please follow our guidance available on the contact enquiries page of our website (Choose Appointments from the list of options).

Alternative formats

If you need information in a different format or help communicating with us, please email the accessibility team.

If you require support or advocacy from a source outside the hospital, you can contact an organisation which provide NHS complaints advocacy. For most people attending our hospitals, the organisation providing this service is VoiceAbility (opens in a new tab) Telephone: 01223 555800 or email VoiceAbility.

VoiceAbility (opens in a new tab) will be able to direct you to other advocacy organisations if you are outside the area they cover. Advocacy services are free and independent of the NHS.

You can also contact Healthwatch Cambridgeshire (opens in a new tab). Healthwatch is an independent organisation which ensures that people have a say in important decisions about their health and social care services in their area. Healthwatch can also signpost you to other services. If you live outside Cambridgeshire you can find your local Healthwatch by visiting the website (opens in a new tab)

Letters from loved ones

We know it is very difficult not being able to see loved ones and how important it is to stay in touch.

Our ‘Letters from Loved Ones’ service helps families and friends share messages and photographs with patients in our hospitals.

To help you communicate with your loved ones, you can send a message and some photos by filling in our Letters from loved ones form.

We will make sure these are printed and delivered to the patient.

You can also phone us on 01223 216756, Monday to Friday between 12pm and 4pm, and we will write down your message and deliver it to the patient.

Please make sure you tell us the patient’s full name, date of birth and ward (if you know it) – so we can make sure it goes to the right person.

Unfortunately we are not able to provide a reply message service from your loved ones, and please do not use emojis in the form as it will not work.

We can also deliver items to your loved ones who are in hospital, such as clothes, phone chargers, books, usual medication.

Please bring items to the hospital on weekdays (Monday to Friday) between 9am and 4pm. We are unable to accept food which perishes quickly, as there may be a delay of several hours before the items can be delivered. We understand that personal possessions and treats are important for patients’ wellbeing, but please be considerate and limit items to those which are most important to the patient.