What is PALS?
Although we strive to ensure that the patients we serve receive the best possible service and care, unfortunately mistakes and misunderstandings do occur. We are very sorry that they happen, but it is really important that we find out about them so that we can learn from them and do all we can to stop them happening again.
As a patient, relative or carer, sometimes you may need to turn to someone for help, advice and support. This is what PALS, our patient advice and liaison service is there for. We aim to:
- Provide advice and support to patients, their families and carers
- Provide a free, friendly and confidential listening service
- Help sort out any problems you encounter, but also ensure the Trust learns lessons from the issues identified
- Provide information on other NHS and Social Care Services
- Act independently, liaising with relevant staff, managers and other organisations to negotiate prompt solutions
You may have suggestions for ways in which we can improve our service. If so, we would be pleased to hear from you – we really value your opinions!
If PALS is unable to resolve your concerns informally they will advise you on the options available including how to raise a complaint via the NHS and Social Care Complaints procedure.
Frequently Asked Questions
View our most frequently asked questions regarding the ambulance service or our complaints procedure.
Get in touch
The easiest way to contact PALS is to submit a Contact us form.
You can write to PALS using the address below:
PALS Manager
West Midlands Ambulance Service University NHS Foundation Trust
Millennium Point
Waterfront Business Park
Waterfront Way
Brierley Hill
West Midlands
DY5 1LX
Email: patientexperience@wmas.nhs.uk
Telephone: 0300 303 0996
A PALS representative is available Monday – Friday 9.30am – 4.30pm.
Read a summary of the Trust’s complaints procedure.
The independent organisation Healthwatch is there to find out what matters to you and to help make sure your views shape the support you need.