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PALS (Patient Advice and Liaison Service) – South of Tyne

PALS provide information and advice about NHS services, advise and support patients, their families and carers, listen to your concerns, suggestions, compliments and queries and help sort out problems quickly on your behalf.

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  • Introduction

    Do you need someone to turn to for advice, help or support?

    Do you have any concerns about the care you or a family member have received?

    Do you need to speak to someone quickly, easily and in confidence about your healthcare?

  • How can the Patient Advice and Liaison Service (PALS) help?

    As a patient, relative or carer, sometimes you may need to turn to someone for help, advice and support. This is where the Patient Advice and Liaison Service (PALS) can help.

    PALS provide a free, confidential advice and support service. We can help you to sort out any concerns you may have about the care provided by Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust if you live in Sunderland, South Tyneside or Gateshead area.

  • The service aims to:

    • Provide information about the Trust’s mental health and disability services
    • advise and support patients, their families and carers
    • listen to your concerns, suggestions, compliments and queries
    • help sort out problems quickly on your behalf.

    We act independently when handling patient and family concerns, liaising with staff and managers.

  • What PALS can do

    • Provide information
    • Point you in the right direction
    • Support you in writing a complaint

  • What PALS can not do

    • Act as an advocate
    • Act as a counselling service
    • Process a complaint

  • How to contact PALS

    • Freephone 0800 328 4397 or

    • Sunderland/South Tyneside – 0191 566 7074
    Garden Lodge, Hopewood Park, Waterworks Road, Ryhope, Sunderland, SR2 0NB

    • Gateshead – 0191 566 7051
    Garden Lodge, Hopewood Park, Waterworks Road, Ryhope, Sunderland, SR2 0NB

    Monday to Friday, 9am - 5pm

    An answerphone is available at all times for you to leave a message. A member of the PALS team will aim to return your call as soon as possible.

    • Email: pals@cntw.nhs.uk
    Please note that information sent to the Trust via email is sent at your own risk.

  • Useful contacts

    PALS North of Tyne
    Freephone 0800 032 02 02
    Monday to Friday, 9am - 4.30pm

  • Information about content, other formats and version control

    Further information about the content, reference sources or production of this leafl et can be obtained from the Patient Information Centre. If you would like to tell us what you think about this leaflet please get in touch.

    This information can be made available in a range of formats on request (eg Braille, audio, larger print, easy read, BSL or other languages). Please contact the Patient Information Centre Tel: 0191 246 7288

    Published by the Patient Information Centre
    2019 Copyright, Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
    Ref, PIC/05/1019 October 2019 V7
    www.cntw.nhs.uk Tel: 0191 246 7288
    Review date 2021