PALS provide information and advice about NHS services, advise and support patients, their families and carers, listen to your concerns, suggestions, compliments and queries and help sort out problems quickly on your behalf.
North of Tyne Patient Advice and Liaison Service PALS is for all NHS services in Newcastle, North Tyneside, Northumberland and the North East Ambulance Service
Do you have questions or need advice about NHS services?
We’re here to help with:
- information
- advice and support
- help to sort out problems
PALS is a free, confidential NHS service for patients, their relatives and carers of all ages.
PALS will:
- help you to find answers to your questions about:
– services
– appointments
– information about what will happen during appointments and treatment
– where to get more information
– who to talk to and where to get help
– when you need an interpreter
– coming out of hospital
– information and support when someone dies
- help to sort out any problems quickly and informally
- help guide you through the different services available from the NHS including:
– hospitals
– doctors
– dentists
– ambulance
– chemists
– opticians
– clinics
- pass on your compliments and suggestions
- provide you with information about social care services
- refer you to local and national support and advice agencies
- explain how you can make a complaint
- help you to improve your experience of NHS services
We act independently and can liaise with staff, managers and other organisations to find answers to your questions.
Your comments and questions will help to make changes and improve services for the future.
If you want to talk to us you can ring us on 0800 032 02 02
9.00-4.30 Monday to Friday – answer-phone at all other times
You can write to us at FREEPOST PALS
You can fax us on 01670 511 260
You can email us on northoftynepals
You can text us on 01670 511 098
This information is available in another format or language on request. Please contact PALS on the details above.
If you want to make a comment, suggestion, compliment or complaint you can:
- Talk to the people directly involved in your care
- Ask a member of staff for a feedback form, or complete a form on the Trust website www.
cntw.nhs.uk/ contact/ complaints/ - Telephone the Complaints Department Telephone: 0191 245 6672
- Email complaints
@cntw.nhs.uk
We are always looking at ways to improve services. Your feedback allows us to monitor the quality of our services and act upon issues that you bring to our attention.
You can provide feedback in the following ways:
- the quickest way for you to do this is to complete our short online survey at www.
- complete a Your Voice survey, available on wards, reception areas or from staff
- other options for sharing your feedback and experience www.
Patient Advice and Liaison Service (PALS)
PALS provide confidential advice and support, helping you to sort out any concerns that you may have about any aspect of your or your loved ones care.
We act independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations, to negotiate prompt solutions. If necessary, we can also refer patients and families to specific local or national-based support agencies.
North of Tyne
Telephone: 0800 032 0202
Email: pals
Post: FREEPOST PALS
South of Tyne
Telephone: 0800 328 4397
Text: 07825 061 035
Email: pals
Post: Patient Advice and Liaison Service, Garden Lodge, Hopewood Park, Ryhope, Sunderland, SR2 0NB
9am – 4.30 pm, Monday to Friday
An answerphone is available at all times for you to leave a message. A member of the PALS team will aim to return your call as soon as possible.
Further information about the content, reference sources or production of this leaflet can be obtained from the Patient Information Centre. If you would like to tell us what you think about this leaflet please get in touch.
This information can be made available in a range of formats on request (eg Braille, audio, larger print, easy read, BSL or other languages). Please contact the Patient Information Centre on telephone 0191 246 7288
Published by the Patient Information Centre
2025 Copyright: Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
Ref: PIC/924/0125 January 2025 V1
Website: www.
Telephone: 0191 246 7288
Review date 2028