Contact the Patient Advice and Liaison Service

  • Write to: PALS, Room 11, Banham House, Bodmin Hospital, Bodmin, PL31 2QT
  • Email the PALS team.
  • Call 01208 834 620, lines are open from 9:30am to 4pm, Monday to Friday. Outside these hours, you can leave a voicemail message.
  • Complete the online form at the bottom of this page.

Patient Advice and Liaison Service (PALS)

The Trust is committed to providing a high-quality experience to all who need to use our services.

If you feel something has not gone right, or you are unhappy with any part of your hospital experience, in the first instance it is often best to speak to the person in charge of the clinic or service. They will do their best to resolve any issues or concerns you raise.

If you feel uncomfortable in doing so, or are unable to, then our PALS are here to help you. You can contact us using the information at the top of this page or by filling in the form below.

This is a free service and will work with you to try to resolve your concerns. If we are unable to do this, you will be able to make a complaint and we will guide you through this process. We work independently to clinical teams.

It is important to remember that PALS may need to access the hospital systems, which may include medical records. They may also liaise with other departments as necessary to help with your enquiry. If your concern is in relation to someone else, we may need their permission to be able to help you. We will let you know if this is the case.

What PALS can do

  • If you have a problem with a ward, service, or member of staff, PALS can talk to them on your behalf to help you find a possible resolution.
  • We can help with general enquiries about our hospitals and community services.
  • We can take details of any feedback you wish to give to us, and feed this back to the relevant area to help improve our services.
  • We can take the details of your complaint.

What PALS cannot do

  • Appeal or influence decisions regarding the Mental Health Act
  • Halt or intervene with a patients discharge.
  • Provide or change medical records including letters and assessments.
  • Give you detailed medial information, a diagnosis, or provide clinical advice.
  • Change or affect a decision that has been made on a clinical basis.
  • Book or change appointments.
  • Arrange for people to move up a waiting list.
  • Provide any medical care or treatment.

Our promises to you

  • If you leave a message, send an email, or use our enquiry form, we will reply to you by the end of the next working day.
  • We will work with you to resolve your concerns as quickly as possible.
  • If we are unable to resolve your concerns, we will put you in touch with the right people to do so.

Other NHS organisations

We are only able to help with queries relating to this organisation. We cannot help with queries about GP services, dental services, or pharmacies. You should contact these organisations directly if you have a query about those services.

Royal Cornwall Hospitals NHS Trust

If your query is in relation to services received at Royal Cornwall Hospitals NHS Trust (Treliske, West Cornwall Hospital, or St Michael’s), contact their Patient Experience Team.

University Hospitals Plymouth NHS Trust

If your query is in relation to University Hospitals Plymouth NHS Trust (Derriford), contact their Patient Advice and Liaison Service.

Raise a concern

We are only able to help with concerns relating to our own Trust.

If your query is about another organisation such as Treliske in Truro, West Cornwall Hospital, Derriford or your GP, contact them directly and do not use this form.

We are unable to assist with changing or checking appointments. To avoid delay, speak to the team direct.

Contact us

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