Patient Advice and Liaison Service (PALS)

The PALS team at Ashford and St. Peter’s Hospitals is a patient friendly, easy-to-access service designed to provide a personal contact to assist patients, relatives and carers.

How can PALS help?

PALS can offer you on-the-spot advice and information when you have queries or difficulties regarding our services or the care you have received.

They will listen to your concerns and help you find ways of resolving them.

They will also take note of what you tell them to help us improve our services for patients.

At the first instance

If you have a problem or concern, you should tell someone in the ward or relevant department as soon as possible – for example, the doctor, nurse, receptionist or ward sister.

If you remain concerned, or the problem is not resolved, please contact the Trust’s PALS Manager who will help you.

Often, difficulties can be easily and quickly resolved and the PALS Manager will aim to do this.

If it is not possible for the PALS Manager to help, they will guide you to a more appropriate person or service.

PALS Promise to You

The Ashford and St. Peter’s Hospitals NHS Trust Patient Advice and Liaison Service is here to help patients and their relatives and carers find a speedy and effective solution to any problems they may encounter.

They can also give you up to date information about the services available throughout the Trust.

If you contact PALS for assistance or advice, the PALS team will:
If you have problems or difficulties

If you have a problem which has not been sorted out on the ward or in a department, PALS will help you to resolve it, or refer you to the appropriate person who will be able to assist you further.

Should you need to speak to a particular member of staff, PALS can contact the relevant member of staff and ask them to contact you.

The PALS team can also help to explain the complaints process and refer you to the complaints department when necessary as well as outside advocacy services should you need them.

If you require an interpreter

If your first language is not English, PALS will be able to help and will work with the department you are attending to arrange for an interpreter to assist you.

How to contact PALS

You can contact the PALS in the following ways:

Visit the PALS office

You can visit the PALS office between 10:00am to 3:00pm, Monday to Friday.

The PALS office can be found to the left of the reception desk at the main entrance of the Outpatient block at St. Peter’s Hospital.

Ask a member of staff

Please ask a member of staff on the ward or clinic you are attending. They will help put you in contact with the PALS team.


By telephone simply dial extension number 3553 if you are calling from any of the internal telephones from within the hospital.

If you are calling from outside the hospital, please call the PALS office direct on 01932 723553.

You can call this number outside normal working hours: a member of the PALS team will return your call within 24 hours or by the next working day


Please email the PALS team on

If you are not happy

If you are not happy with the help you receive from the PALS, please contact Lynn Robinson, the Trust's Patient Advice and Liaison Manager.

Her details are as follows:

Lynn Robinson
PALS Manager
Ashford and St Peter’s Hospitals NHS Trust
Guildford Road
KT16 0PZ

01932 723553

Complaints and Compliments
If you wish to raise a complaint or compliment the care you or your relative / friend has received please write to:

Chief Executive
Ashford and St. Peter's Hospitals NHS Trust
Guildford Road
Chertsey Surrey
KT16 0PZ

Or you can email or telephone 01932 722612.

Click here to find out more about the Complaints process at the Trust.