Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service (PALS) is here to help when you need advice, have concerns or don't know where to turn.

As a patient, relative or carer sometimes you may need to turn to someone for help, advice and support – this is where PALS comes in.

We 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.

The service aims to:

  • Advise and support patients, their families, carers and staff
  • Provide information on mental health and learning disability services
  • Signpost to appropriate agencies / organisations
  • Listen to your concerns, suggestions or queries
  • Help sort out problems quickly on your behalf

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.

We are available Monday to Friday, from 9am to 5pm. If there is no one available to take your call or it is outside of these hours, you can leave a message on our answer machine and you will be contacted as soon as possible. There are PALS officers in most areas of the trust. You can contact them on these phone numbers:

Gateshead: 0191 441 6616
Sunderland/South Tyneside: 0191 566 7074
South of Tyne: 0800 3284397
North of Tyne: 0800 032 0202

You can also ask a member of staff to get in touch with PALS on your behalf. Or you can approach PALS direct.

For Sunderland, Gateshead and South Tyneside Areas:

Patient Advice and Liaison Service
Gatelodge
Hopewood Park
Ryhope
Sunderland
SR2 0NB

Email: pals@ntw.nhs.uk
Tel: 0800 328 4397

For North of Tyne:

North of Tyne PALS
FREEPOST RLTC-SGHH-EGXJ
The Old Stables
Greys Yard
Morpeth
NE61 1QD

Email: northoftynepals@nhct.nhs.uk
Tel: 0800 032 0202