Patient Advice and Liaison Service (PALs)
The Royal Surrey County Hospital has an established Patient Advice & Liaison Service (PALS) which acts as an information service for patients and their families/friends. PALS also follows up concerns which may be raised about hospital services on an informal and confidential basis, with the aim of resolving problems as quickly as possible.
If you have a query or a problem, where possible, you should raise it directly with the nurse, doctor, or other member of hospital staff that you are in contact with. Sometimes you may not be able to or wish to do that or may feel that your concerns have not been addressed at ward level. If that is the case, PALS may be able to help resolve any outstanding issues.
The PALS service does not deal with formal complaints being pursued under the NHS Complaints Procedure (please see the section Complaints and Compliments for more information.)
The PALS office is situated in the main hospital reception area and is easily accessible. The office is open from 9am – 3pm Monday to Friday. You can call in to the PALS office in person or ask the ward/clinic staff to make contact on your behalf. Tracey Taylor is the PALS Manager.
You can contact PALS by phone on 01483 402757 (direct line) or via the hospital’s main switchboard number – 01483 571122 – on extension 2059. During opening hours the team may be called to the wards, so if you get the answer machine please do leave a message and we will return your call.
You may also write to the PALS service at Royal Surrey County Hospital, Egerton Road, Guildford GU2 7XX, or email us using the contact form below.