Patient Advice and Liaison Service (PALS)
Patients, relatives or carers occasionally need to turn to someone for on-the-spot advice and support
and the Patient Advice and Liaison Service (PALS) is here to help. It aims to resolve concerns quickly
and efficiently, provide information on NHS services and enable patients and the public to get involved
in shaping local NHS services.
We are here to:
 Offer confidential advice and support to patients, their
families and carers
 Listen to your concerns, suggestions or queries
 Help sort out problems quickly on your behalf
 Provide information on NHS services
PALS acts confidentially when handling patient and family concerns, liaising with staff, managers and,
where appropriate, relevant organisations to provide prompt solutions. It can also give you information
about local and national support agencies and explain how the formal complaints system works.
Contact the PALS Service by:
 Phoning 01234 409432 (you can leave a message out of
hours)
 Emailing the PCT’s public liaison manager, Kathy
Straughn
 Or writing to:
The PALS Service
Bedfordshire Primary Care Trust
Gilbert Hitchcock House
21 Kimbolton Road
Bedford MK40 2AW
Comments, suggestions and compliments
We welcome feedback on any aspect of our health services to enable us to develop and improve our
services. Please contact the PALS Service with any suggestions, comments and compliments.
Comment cards are available at all our sites.
If you wish to make a formal complaint
You can make a complaint in writing, or by e-mail and a formal investigation will take place. Your written
complaint will be acknowledged within two working days. The issues you have raised will be
investigated and the Chief Executive will respond to you in writing within 25 working days of first
receiving your complaint. Where there are good reasons why this cannot be achieved, you will be kept
informed of progress.
You should address a written complaint to:
The Chief Executive
Bedfordshire Primary Care Trust
Gilbert Hitchcock House
21 Kimbolton Road
Bedford MK40 2AW
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