PALS and Patients Charter

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

  • Provide you with information about the NHS and help you with any other health-related enquiry
  • Help resolve concerns or problems when you are using the NHS
  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
  • Provide you with information and help introduce you to agencies and support groups outside the NHS
  • Inform you about how you can get more involved in your own healthcare and the NHS locally
  • Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
  • Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Find out more
If you need advice or have a concern you can contact the PALS Team at Douglas Mill, Bradford    The service is open from 8.30am to 4.30pm Monday to Friday and can be contacted on 0800 0525 270 or by email:



Practice - Our responsibilities

Patients - Your responsibilities

You have the right to see the doctor of your choice within the practice; please inform receptionPlease attend for your appointment or give adequate notice of cancellation so that the appointment can be give to someone else.
A routine appointment will be available within 24 hours.Please treat practice staff and other staff with respect
An emergency appointment will be available the same day (excluding weekends and Bank Holidays) subject to prior assessment by the GPPlease attend the surgery if possible as this gives the best opportunity for diagnosis and treatment.
When the need arises, a home visit will be provided on the same day (provided the request is made before 10am). Emergency visits will be provided the same day.Please request home visits before 10am
We will treat patients in a pleasant manner.Help us to maintain our records by providing us with up to date information e.g. telephone number/change of address
Suggestions/complaints can be directed to the Practice Manager, Karen Frank, or to any of the partners.Listen to the advice given and ask if you are unclear about the information given.
Patients have a right to confidentiality and we will respect this at all times. Call the surgery for an appointment rather than attending A&E, unless life is at risk or you suspect broken bones or your need stitches
If you are aged 75 years or over, the practice is obliged to provide an annual GP consultation (or home visit if clinically appropriate) if you request it. If you are aged 16 –74, the practice is obliged to provide you with a GP consultation if you have not attended the practice within the last 3 years Be patient at busy times.  If the clinic is running late, remember it might be you that needs extra time on your next visit.



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