Patient Advice and Liaison Service

The Patient Advice and Liaison Service (PALS) is here to help when you need advice, have concerns or don't know where to turn.

As a patient, relative or carer sometimes you may need to turn to someone for help, advice and support – this is where Patient Advice and Liaison Service comes in.

We provide confidential advice and support, helping you to sort out any concerns that you may have about any aspect of your or your loved ones care.

The service aims to:

  • Advise and support patients, their families, carers and staff
  • Provide information on mental health and learning disability services
  • Signpost to appropriate agencies / organisations
  • Listen to your concerns, suggestions or queries
  • Help sort out problems quickly on your behalf

We act independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations, to negotiate prompt solutions. If necessary, we can also refer patients and families to specific local or national-based support agencies.

We are available Monday to Friday, from 9am to 4.30pm. If there is no one available to take your call or it is outside of these hours, you can leave a message on our answer machine and you will be contacted as soon as possible. There are PALS officers in most areas of the trust. You can contact them on these phone numbers:

Gateshead: 0800 328 4397 / 0191 566 7074
Sunderland/South Tyneside: 0800 328 4397 / 0191 566 7074
Lotus Ward, Acklam Road Hospital: 0800 328 4397 / 0191 566 7074
South of Tyne Freephone: 0800 328 4397
North of Tyne: 0800 032 0202

You can also ask a member of staff to get in touch with Patient Advice and Liaison Service on your behalf. Or you can approach us direct.

Normal working hours are Monday to Friday,  9am to 5pm. Please be aware that your call may not be answered but please leave a message and someone from the team will be in touch as soon as possible.

For Sunderland, Gateshead and South Tyneside areas and Lotus Ward, Acklam Road Hospital:

Patient Advice and Liaison Service
Garden Lodge
Hopewood Park

Tel: 0800 328 4397
Text: 07825061035

For North of Tyne:


Tel: 0800 032 0202
Text: 07815500015

Patient Advice and Liaison Service information leaflets