Patient Advice and Liaison Service

The Patient Advice and Liaison Service (PALS) provides adult community health, mental health and learning disability services to people of all ages.

The Trust’s aim is to provide high quality, safe services which improve the health and wellbeing of the people we serve and that exceed their expectations. However we recognise that there are times when the Trust does not meet the standards that you or we expect. If this happens, PALS would like to know about it. PALS welcome all of your comments, concerns, complaints and compliments because they help us to improve the services that we provide to all of our service users.

If you are unhappy about your care, the care of a relative or about any aspect of our services, you should initially try to speak to a member of staff who is with you at the time or a member of the care team. They may be able to resolve your concerns straight away. However, if you are unable to resolve your concerns by talking to a member of staff, please contact the Patient Advice & Liaison Service (PALS), which provides support and advice to patients, their families, carers and friends. Independent advice and support.

Independent advice

PALS is a free and confidential service that provides help when it is needed. The PALS team act independently of clinical teams when handling patient and family concerns. We liaise with staff, managers and, where appropriate, with other relevant organisations to negotiate immediate and prompt solutions. We also work in line with the NHS Complaints Regulations 2009.

Help and Support

PALS can help and support you with:

  • Advice and information
  • Comments and suggestions
  • Compliments and thanks
  • Informal complaints
  • Advice about how to make a formal complaint

If the PALS team cannot answer your questions, they will put you in contact with someone who can help you.

Contact Information

PALS Office
Cornwall Partnership NHS Foundation Trust
Room 11
Banham House
Bodmin Hospital
PL31 2QT
01208 834620

Email: cpn-tr.Palscft@nhs.net

Resources

PALS Leaflet
How to sort out a problem with your healthcare
Frequently Asked Questions
Making a complaint


A short animated film created by the Collaboration for the Advancement of Medical Education Research and Assessment (CAMERA) research team at Plymouth University in collaboration with the Patients Association and Cumberland Surgery Patient Participation Group (PPG). The film is aimed at encouraging patient to take an active role in their healthcare by identifying various ways in which they can be involved including providing individual patient feedback or joining their PPG. The film draws on research conducted by CAMERA exploring Patient and Public involvement (PPI) in medical revalidation. Results show patients: find it difficult to disaggregate feeding back on individuals and feeding back on services; are concerned about the anonymity of patient feedback; are unclear about the difference between feedback and complaints; are keen to be involved in feedback provision etc. but are unsure how to do this.

The script draws directly on interview data and features a range of authentic voices. The script and film were produced with sensitivity to diversity and approved by a mixed medical and lay audience prior to general release.

Animation – Jake Rowlinson; Sound – Jamie Carmichael; Script – S. Regan de Bere., R. Baines., & S. Nunn


Sign language video from Parliamentary and Health Service Ombudsman about tips on making a complaint to the NHS in England