Berkshire Healthcare NHS Foundation Trust: Healthcare from the heart of your community

Patient Advice & Liaison Service

What is PALS and how can we help?

Our Patient Advice & Liaison Service (PALS) is a free, informal and confidential service providing support and guidance across Berkshire Healthcare. PALS also assists carers and relatives and recognises their essential role as part of the ‘team’.

PALS is part of the Patient Experience Team and works collaboratively with the Complaints Office and Patient and Public Involvement Lead. The role of the Patient Experience Team is ‘to measure, report and improve the experience of your care. Working in partnership to enhance the services we provide to the community.’

You can contact our PALS team on 0118 9605027 or by emailing BHT@berkshire.nhs.uk.

What does PALS do?

PALS will:

  • Offer confidential help and support to patients families and carers
  • Provide you with information about the NHS and help with any health related query
  • Help resolve problems and concerns when using NHS services
  • Liaise with other professionals and organisations on your behalf
  • Provide information on the NHS complaints procedure and how to get independent support should you wish to make a formal complaint
  • Inform you how you can get more involved in your own healthcare and the NHS locally
  • Improve the NHS by listening to your concerns, suggestions and experiences and ensure that people who design and manage services are aware of the issues that you raise
  • Provide an early warning system for the Trust and monitoring bodies by identifying gaps or problems with services
  • Work with departments to make sure you get the right information in the right way and at the right time
  • Provide information on support groups, voluntary organisations and advocacy groups

Please note that PALS is unable to give medical advice or emergency assistance.

How can I contact PALS?

PALS is available between 9.30am and 4.30pm Monday to Friday (excluding bank holidays).

You can write to PALS via

Freepost RLYE-TKEY-UYKS
Berkshire Healthcare NHS Foundation Trust
Patient Advice & Liaison Service (PALS)
Prospect Park Hospital
Building 1 Room 1.1.13
Honey End Lane
Tilehurst
Reading
RG30 4EJ

Our telephone number is: 0118 960 5027. If we are unable to answer your call please leave a message and we will get back to you within two working days. You can also e-mail the team.

Please note that calls to the Patient Experience Team may be recorded for training or monitoring purposes.

Volunteering patient leader:

  • Are you a patient, carer or just interested in our work?
  • Would you like to work with us to improve our patient care and experiences?
  • Would you like to work with us to influence healthcare in your local area?

We are looking for people to work with us to design and change patient services for the better. We will give full training through a series of workshops in collaboration with our colleagues at the Royal Berkshire Hospital and provide ongoing support – we would like you to bring your enthusiasm, encouragement and interest to lead other patients in this work.

To apply to participate please register at www.jobs.nhs.uk/ and search for 'Voluntary Patient Leader' in Berkshire.

Volunteering and work placement:

We strive to ensure that our sites and services are considered part of the community and this is strengthened by our voluntary service and our work placement programme. Their involvement is an integral part of what we do and help us to achieve our goals and support a range of services which enhance the experience of our patients and service users.

To apply to be a volunteer:

  • Contact the site and department/ward in which you wish to undertake your volunteering to discuss what roles are available.

To apply for a work placement:

  • Contact the site and department in which you wish to undertake your placement to check whether they are able to resource a placement for you.

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