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Date: 23 September 2020

Time: 20:26

Image: Will Forrest, Assistant Patient Relations Manager

Patient Advice and Liaison Service (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.

Welcome to the PALS Department at Queen Elizabeth Hospital Birmingham. We are here to help you to resolve your concerns, highlight your compliments for our staff, pass on your comments to the right people and answer your enquires in an empathetic, efficient and professional manner. We work closely with colleagues around the Trust to make this happen.

In the first instance the PALS Team would always advise you to talk to the nurse in charge or department manager as they are best placed to answer any questions or resolve any concerns quickly.

If the relevant staff member is unable to help resolve your concern, then please contact the PALS Team to book an appointment with a team member, via one of the following methods:

  • call us on 0121 371 4400 
  • e-mail us at
  • complete our online form (see below)

We are open 10:00 – 16:00, Monday to Friday

The service offered by PALS is informal, impartial and confidential.

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