Patient Liaison and Advice Service (PALS)
Contact PALS if you need confidential advice or support on Freephone: 0800 032 0202
How do I get to the hospital?
Patient quote
"I was impressed with the pleasant friendly attitude from all the staff from the porters to the ward staff." Ms GF
Patient and visitor guides
Have your say
The Trust continually strives to improve the quality of care that we provide and as such we are always interested to hear your views.
We would encourage patients and their visitors to comment on any aspect of the care that they have received or tell us anything that would have made their visit to the Trust a more pleasant experience.
There are a number of ways that you can tell us what you think.
Compliments, comments and suggestionsShow [+] Hide [-]
It is always a great pleasure to receive positive comments about our staff or services and we use these to highlight where things are working well. If you are pleased with the care you have received, please let us know and we will pass on your compliments to the area concerned.
You will find our ‘Comment and Suggestion’ boxes located within public areas in our hospitals. Alternatively you can e-mail any comments, suggestions or compliments to our feedback e-mail: Patient Relations
Each comment/suggestion will be taken seriously and wherever possible acted upon.
ConcernsShow [+] Hide [-]
Although the staff who look after you will do all they can to make sure that you are treated properly and promptly, things do occasionally go wrong.
If you have a particular concern about your care or treatment, wherever possible you should talk to someone who is close to the cause of your concern such as the doctor, nurse or receptionist. In many cases the matter can be resolved straight away.
If you wish to raise your concerns with someone who is not involved in your care you may want to contact the Patient Advice and Liaison Service (PALS). PALS is an integral part of the NHS's Patient and Public Involvement system and the PALS officers working in the Newcastle Hospitals act independently to:
- give confidential advice and support to patients, their families and carers
- provide information on NHS services and any health related matters
- listen to your concerns, suggestions or queries about NHS services or treatment
- help to rapidly sort out any problems or concerns you may have on your behalf
- put you in touch with someone if you need help such as local and national support groups or agencies
To contact PALS, you can ask a member of staff to contact the service or use the details below.
E-mail: PALS
Freepost: RLTC-SGHH-EGXJ
North of Tyne PALS
The Old Stables
Grey’s Yard
Morpeth
Northumberland
NE61 1QD
Freephone: 0800 032 0202
The PALS officers are available Monday to Thursday from 9am to 5pm and on a Friday from 9am to 4.30pm At other times please leave a message and they will get back to you as soon as they can.
Formal complaintsShow [+] Hide [-]
We want to know when things go wrong so that we can quickly put them right for you and can learn from your experiences in order to improve services for other people.
If you wish to make a formal complaint, you should do this as soon as possible after the event by contacting the Complaints Department in the Trust.
Telephone (0191) 233 6161
E-mail Patient Relations
Address Patient Relations Department
The Newcastle upon Tyne Hospitals NHS Foundation Trust
Headquarters: Freeman Hospital
High Heaton
Newcastle upon Tyne
NE7 7DN
See our Complaints Procedure which provides more information on how we work to resolve any formal complaints.
