Patient Experience

What matters to you, matters to us. Whether it is compliments, comments or complaints – your feedback is vital in helping us continually improve your experience with us.

Our Patient Experience team is dedicated to hearing what you have to say, in a variety of ways to suit you.

It's important that you let us know your thoughts and feedback so that we can assist you and learn from your experiences. We also want to know when we do things well as this helps us to continue doing the right things. Please be assured that raising a concern or complaint will not adversely affect the care or treatment you or a loved one receives from us.

We are always looking at how we can do things better and will use what you tell us to improve the way we care for our women, children and families.

Your comments, compliments, concerns and complaints really do make a difference.

Understanding how you've found your visit or stay at our Women's and Children's Hospitals can tell us:

  • Where things are working well
  • Where there might be risks so we can take action to reduce and eliminate them
  • Where we need to make some changes and improvements.

Your feedback gives us the opportunity to learn more and make improvements.

Access to medical notes and health records

If you would like to access your medical notes or health records please contact our Patient Admin Services team directly on 0121 333 9714/0121 333 9705 or email

Patient Advice and Liaison Service (PALS)

Our Patient Advice and Liaison Service (PALS) is a free and confidential service which helps patients, parents and carers with any information, concerns, or problems that they have about their care and our service.

  • PALS will help and advise on any issue related to you or your child's hospital experience. We recognise that being in hospital can cause lots of difficulties and we are happy to listen and offer our support. 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 with any ward issues, in the first instance.
  • PALS will liaise with the various departments in our hospitals on your behalf to resolve your problems and where appropriate refer you to outside help.

PALS will attempt to resolve your problems as quickly as possible. However, if you feel the need to put in a formal complaint about any aspect of your NHS experience, we will be happy to advise and guide you through the complaints procedure.

Our PALS service will:

  • Advise you on the options available and help you to resolve your problem
  • Liaise with you, and the service involved to ensure a timely resolution
  • Use your experiences to help improve services in the future.

Please note, our PALS team are unable to:

  • Bring forward an appointment/procedure date for you. All patients are reviewed by a medical staff member to ensure they are triaged appropriately. PALS are unable to speed up appointments.
  • Provide you with feedback if we do not have consent. Consent from the patient is extremely important and if it is not provided PALS will not be able to provide feedback to you. Consent is needed if the patient is over 16 years old, and you are liaising with PALS on their behalf.

We welcome any suggestions that you feel would help to improve the PALS service.

Contact PALS via our online form

We also have our British Sign Language Accessibility video to watch below:

How to contact us:

Opening hours are Monday – Friday 8.30am – 4.30pm

Telephone: 0121 333 8403 


  • A 24-hour answerphone service is available.
  • The team will return your call the next working day.
  • PALS appointments to meet with you in person can be arranged.  Please contact PALS to request this. 
  • Interpreters are available to help and support you, on request.

Useful links:

BWCH Website:

UHB PALS (Queen Elizabeth, Heartlands, Good Hope, Breast Clinic):

Fertility Enquiries:

NHS England Complaints (GP concerns etc.): 



How you can tell us about your experience

There are many ways for you to get in touch with us and provide us with feedback so we can improve services within our hospitals.

Face to face

Please feel free to speak to your ward manager, doctor or nurse in person to tell them about your experiences. We always prefer to have the opportunity to speak to you face to face whenever we can.

Make a Star of the Month nomination for our staff

Has a member of staff or team gone above and beyond to make either you or your family’s time with us special?

No matter how big or small the act, if you feel that an individual or team has done something positive that deserves recognition please do nominate them to be our Patient and Family Star of the Month.


You can find other ways to comment on our feedback page.

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Did you find what you were looking for?

Please rate your experience out of 5 (with 5 being the highest and 1 being the lowest)