Help and Support

Patient-supportThe role of PALS is to be the voice of patients, their carers and relatives, and to be the listening ear of our organisation. Services provided include: advice, information, signposting, and support in resolving concerns locally by working in partnership with trust staff and other agencies on behalf of patients. PALS is a friendly, accessible and confidential service which aims to use patient experiences and/or comments to influence service change and development towards making a positive difference in the delivery of healthcare locally.

Core functions and standards

Providing on-the-spot help and support with the power to negotiate solutions or speedy resolutions of problems, PALS also acts as a gateway to independent advice and aims to:

  • be identifiable and accessible;
  • provide help and support with the power to negotiate solutions to problems;
  • act as a gateway to independent advice;
  • provide accurate information to patients, carers and families;
  • act as a catalyst for change and improvement;
  • support staff at all levels within the Trust to develop a responsive culture

The PALS team

Nayna Patel – Patient Support Centre Lead
Stevie Woodhouse – Patient Support Centre Assistant
Norma Bayliss – Patient Support Centre Assistant
Rachel Fletcher – Patient Support Centre Administrator

Opening times and contact details:
Opening times:  9.00am – 4.30pm
Consultation by appointment: 10.00am – 3.00pm
Telephone: 0121 507 5836
Email: swb-tr.pals@nhs.net

In certain circumstances, you may wish to make a formal complaint by contacting our Complaints Team. This route is best for people who:

  • Who would like their concerns raised on a formal level;
  • Have raised issues with local managers but do not feel the points have been resolved to their satisfaction;
  • Wish to receive a written, detailed response to the issues they have raised