Patient Advice and Liaison Service (PALS)

Our Patient Advice and Liaison Service (PALS) is an informal free and confidential service which helps patients and families with any information, concerns, or problems that they have about their care and our service. Please note that PALS are not responsible for managing formal complaints, so if making a formal complaint is your preferred route after exhausting all other options, then please click here.

If you are currently in hospital, we recommend you speak with the Ward Manager or the Nurse in Charge who may be able to assist you in the first instance. If they can’t help, PALS will then liaise with the various departments within the hospital on your behalf and will attempt to resolve your problems as quickly as possible. You can find more details here .

How to contact PALS:

Opening hours: Monday – Friday, 8:30am – 4:30pm

Contact Form: Contact form

Telephone: 0121 333 8403 – The answer phone is available 24/7, so leave a message and the team will return your call the next working day.

Email: bwc.pals@nhs.net

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Taking things further: Formal Complaints

As stated above in the first instance you should contact our Patient Advice and Liaison Team (PALS). If the team are unable to resolve your concern, then contact Formal Complaints. You are entitled to make a complaint if you are unhappy with any aspect of treatment or service that you or your family has received at the Trust. We take all complaints very seriously to ensure we are able to learn from them and improve our services.

How to complain

You can contact the Complaints Team at Birmingham Children’s Hospital on 0121 333 8961/9391 or at Birmingham Women's Hospital on 0121 335 8226. There is a 24 hour answerphone service and the Complaints Team aim to return your call on the next working day. You can also email the Complaints Team on BWC.formalcomplaints@nhs.net.

For more detailed information, please check the main complaints page here. 

If you are a sign language user, you might also be interested in watching the video below from the Parliamentary and Health Service Ombudsman which uses sign language to give tips on how to complain to the NHS.