The Patient Advice and Liaison Service (PALS) – Here to help

The Trust aims to put patients at the heart of everything we do and provide the highest standards of care. We want to hear what you think to help us improve the services we provide. We are keen to hear when things have not gone well so we can learn from your experience. It is also good to hear when things have gone well so that we can build on good practice.

PALS is a confidential service which supports patients, relatives, carers or members of the public to get advice and information about our services and in navigating the NHS.

PALS can help when you have concerns about the treatment and care we provide, when you need advice or don't know where to turn.

PALS provides confidential advice:

  • To help you sort out any problems or issues you may have with a Trust service
  • To enable you to make decisions about your care and treatment
    PALS staff have a lot of knowledge and experience in sorting out problems that patients encounter with our services. They work closely with Trust staff to make sure you get the information you need. They aim to resolve concerns quickly, by liaising and working with staff.

How to Contact PALs

For all London services, Bedfordshire Community Health Services, Bedfordshire Wellbeing Services and Child and Adolescent Mental Health services, the PALS team can be contacted as follows FREEPHONE 0800 783 4839
Email: elft.palsandcomplaints@nhs.net

For all Luton and Bedfordshire Mental Health and Learning Disability Services the PALS service can be contacted as follows:
FREEPHONE 0800 0131 223Email: elft.palsbedsandluton@nhs.net

Positive Feedback

It is nice to acknowledge when your care and management has gone well. Staff value hearing that their efforts have benefited service users or when their approach has made a difference. So you can contact the PALS department to ask them to give your feedback. We will always pass on your comments.

Complaints

With your agreement, PALS will always try to resolve any issues you have to your satisfaction by liaising directly with appropriate staff to try to resolve your concerns. However, if you remain dissatisfied PALS can also provide advice and support you to make a formal complaint. PALS staff can give you information about the Trust's complaints procedure and provide support.

You can get more information about the Trust's complaints procedure here.

Please see the attached leaflet for your area:

You can write to both services using the below address. No stamp needed: 

FREEPOST RTXT-HJLG-XEBE
PALS & Complaints Department
The Green
1 Roger Dowley Court
Russia Lane
London E2 9NJ

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