Patient Advice and Liaison Service (PALs)

NHFT would like to hear what you think. Listening to our service users, carers, friends or relatives helps us improve the services we provide. We are here to listen when things have not gone well, so we can learn from your experience. It is also beneficial when we receive feedback when things have gone well, so that we can build on good practice.

We understand that raising a concern can be difficult, especially when you don't know who to turn to. If you are unhappy about the treatment that you or somebody you care for is receiving, it may help talking to somebody directly involved. This might be a nurse, social worker, care coordinator, ward manager or doctor – they will make every attempt to resolve your concerns.

Care will not be adversely affected by any comments or complaints you make. In fact, it is more likely to help things improve for everyone.

If you're unable to discuss your concerns with a member of staff, or want to discuss them with someone in confidence away from the service, you can contact PALs.

PALs is a free and confidential service for people who would like information about, or to comment on, any aspect of the services provided by NHFT.

The service has been set up to give patients, their families and carers a voice for the way their health service is run.


 Why are PALS here?

  • To listen to your views on the services we provide
  • To take action to deal with your concerns or queries. If PALS is unable to help they will try to find someone who can
  • If you wish to make a formal complaint, PALS will give you information about the Trust's complaints procedure and support you in making your complaint. More information about the complaints procedures can be found via the complaints page
  • To provide advice and information on our services, policies and procedures
  • To help you get in touch with independent advocacy and support
  • To help you become involved in the way we plan and deliver our services

Confidential equality monitoring form

The Department of Health requires NHS organisations to collect equality monitoring information. The Trust recognises that equality monitoring is an important way of assessing our services. Monitoring is an essential part of tackling inequality and discrimination, and will help us check whether we are meeting the needs of those that come into contact with our services. To help us, I would be grateful if you will consider completing the form below.

Click here to complete the form

Keeping in touch with your loved one

Email a letter and photos to your loved one

As a Trust we acknowledge the very difficult and distressing times our loved ones, their families, friends and carers are experiencing at this unprecedented time. Northamptonshire Healthcare NHS Foundation Trust has therefore launched a new email service for families and friends which can be used to send letters and photographs to people who are an inpatient within one of our ward setting.

During this time, when you are not able to visit your loved one in hospital, you may wish to email them a letter and one or two photographs.

To do this, please email us at  attaching your letter and photograph(s). Please also provide your loved one’s date of birth and full name along with the ward they are staying on if known.  There is also an option of completing an online form with these details, this is available on the the link below.

Keep in touch with your loved ones

Upon receipt, we will print out your letter and photographs and deliver them to your loved one.

If you have any questions about emailing a letter or if you would rather call through your message, please call our Patient Experience Team on 03000 111505 between 10:30am and 12:30pm Monday - Friday

Please note this message service is only for inpatient wards within Northamptonshire Healthcare NHS Foundation Trust and messages cannot be returned from service users back to you.

Please note this service is for sharing messages ONLY on behalf of friends and families to loved ones in our care.  It has not replaced our PALS or Complaints line – please continue to use these in the usual way.