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Date: 24 October 2020

Time: 21:43

Contact PALS

Due to the COVID-19 pandemic and the urgent demands on our clinical and operational colleagues, which resulted in a national pause in the complaints service, you may experience delays in receiving a response to your complaint.

However, we will acknowledge, log and review your contact and we will act upon any concerns about patient safety or safeguarding.

Where we are able to resolve matters via telephone or email contact we will try to do so. If not, we will respond to your complaint as soon as we can.

If you need to make contact about an existing complaint please email the complaints mailbox.


If you have an urgent issue which you need help with please contact the Patient Advice and Liaison Service (PALS).

Tel: 0121 424 0808

We will resume our normal complaints service as soon as possible. In the meantime, thank you for your patience and understanding.

"Letters for loved ones"

As all-but-essential visiting has been suspended on our hospital sites during the ongoing coronavirus situation, we'd like to make it easier for you to keep in touch with your friends or family members while they're in hospital.

The information on these pages is about PALS at University Hospitals Birmingham NHS Foundation Trust, which provides services at Good Hope Hospital, Heartlands Hospital, Queen Elizabeth Hospital Birmingham, Solihull Hospital, Birmingham Chest Clinic, Assure Dialysis services and Umbrella sexual health clinics. If your query or concern does not relate to one of our services, please contact the PALS or complaints team at the organisation or Trust responsible for the service.

The PALS team at QEHB offer an appointment based service, which can be booked via:

  1. Telephone: 0121 424 0808 between 09:00 – 16:30, Monday – Friday

    • If the PALS team are engaged on other calls, or the office is closed there is an answer phone in place. Your call is very important to us, so please leave a message with a contact telephone number and we will return your call at the earliest opportunity
  2. Email: (where possible please provide a contact telephone number on your email)

  3. Complete the secure online contact form

PALS advice

Before contacting the PALS team have you contacted the appropriate member of staff, whether that be a Consultants secretary, Senior Sister, etc. to see if they can resolve your concerns directly? If not we would advise that you do so in the first instance.

For urgent advice outside the PALS Office opening times, please contact the main hospital switchboard on 0121 371 2000 and ask to speak to the Site Manager.

If you wish to make any comments on this service, or would like to contact our Patient Relations and Experience Manager, you can do so by calling us on 0121 371 4400.

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