PALS - Health Services Concerns, Compliments and Complaints

Patient advice & Liaison Services (PALS)

PALS provides on the spot help when and where you need it…

The Patient Advice and Liaison Service (PALS) is a service for anyone who needs help or information while using hospital services.

If you have any questions, problems or concerns about your care or the care of the person you are looking after you can contact us and we can help you to obtain answers to your queries.

The service is free and completely confidential.  If we cannot help you immediately, we will take details of your problem and ask the relevant department or ward to contact you. If the concern you bring to us is about another trust we will contact the relevant trust so that they help you, or we will give you the information you need to contact the correct trust.

Freephone: 0800 052 0219 / Tel: 01642 283546 / Mobile: 077755 18086. Staff are available from 9am to 4pm.


Address: Patient advice and liaison services, Flatts Lane Centre, Normanby, Middlesbrough, TS6 0SZ


James Cook Hospital

Tees, Esk and Wear Valleys NHS Foundation Trust (TEWV) 

North Tees Hospital

Complaints/Comments – NHS England

If patients want to make a complaint they could go direct to the service i.e. GP practices, dentists, opticians and pharmacy services or to NHS Customer Contact Centre.  Here’s a link to the website with the contact details:- 

NHS England welcomes concerns, compliments and complaints as valuable feedback that can help us learn from experiences and make improvements to services we commission see here for more information.

Services not commissioned by NHS England

NHS England does not commission secondary care. This includes hospital care, mental health services, out-of-hours services and community services such as district nursing. These services are commissioned by Clinical Commissioning Groups (CCGs). If you need advice about accessing secondary care, you should contact your local Clinical Commissioning Group which is South Tees Clinical Commissioning Group 

NHS Choices 

Page last reviewed: 26/08/2020

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