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Patient Advice and Liaison Service (PALS)

  • We will listen to you and try to help resolve any concerns by contacting services on your behalf 
  • We can help provide information about the services we provide and signpost you to other organisations if appropriate 
  • We will share your compliments with the services involved. You can read some of our recent wonderful feedback on our compliments page
  • We can advise you about the formal complaints process and talk to you about independent advocacy services that can help 
  • We will listen to your views and suggestions and share feedback with our services to help make improvements in patient care

The PALS telephone line is open Monday to Friday, from 9:30am to 4:30pm, excluding bank holidays. If we are unable to take your call, please leave a message. We aim to respond to all messages and emails within two working days. Full contact details are at the bottom of this page.

NHS England have produced an awareness-raising film for people with a learning disability, autistic people, their families and carers which can help when giving feedback, raising a concern or making a complaint. 


Send us your compliments and tell us about your positive experiences with our services.

Complaints and feedback

We are here to help you when you need support, if you have any concerns, if you want to tell us about your experience of our services or if you are not sure who to speak to.

Friends and Family Test 

Have you been given a Friends and Family test card? 

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service they provided or where improvements are needed. It's a quick and anonymous way to give your views after receiving NHS care or treatment. 

More information on the Friends and Family Test can be seen on this short video.

Tell us your story

Would you like to tell us what you think about our services? You could be involved in service development and improvement or share your story in a video, for example. Tell us what we are good at, where can we improve and what matters to you. 

You can: 

  • write a letter to PALS or email us
  • you can complete a survey to tell us your story. If you would like an urgent response, please contact PALS 
  • complete a Family and Friends Test card 
  • email us a photo or a video
  • get creative; we'd love to see your cakes, collages or stories about your experience
  • send us a text message or call us
  • contact Care Opinion

Contact details for our PALS Team are at the bottom of this page.

All feedback will be shared anonymously wherever possible, but if you have any questions about this, please ask. 

You said, We did

We use your feedback to improve what we do. Our patients' experience is one of our Trust's strategic goals and our Patient Experience Strategy includes enhancing communication to patients and increasing feedback from people who use our services.

Your feedback matters

All feedback is shared anonymously with the service involved. Services use the feedback to create a 'You said, We did' poster to display in their local service, clinic or ward which demonstrates how your feedback has been listened to and the developments or changes which have been made as a result.

You said, we did - February 2024

Service You said We did
Living Well ProgrammeArrange occasional come-togethers to promote social integration, promote self-esteem and confidence.We will look to trial some post-course get-togethers in the next year to see if we can make these a regular occurrence.
ME Chronic FatigueDiagnosis was a long time coming. A long path R.E waiting lists for assessments and for the self-management groups.We are reviewing our current pathway to ensure that waiting lists are reduced.
Sussex Rehab CentreWe travelled an hour to come to my daughter’s appointment today with the consultant and OT. We needed and expected to see the prosthetist too, but the prosthetist wasn’t working. Now we need to make another trip and she will need to miss school.There was a misinterpretation of the process for booking children’s consultant appointments (…). The process has been clarified with the reception team who book appointments.

Get involved

Patient Network

We want to involve patients, families and carers in different ways. By including patients and the public in the Trust's work, helps to change and improve the way care and services are delivered. 

If you want to become more involved in our work, you can join our Patient Network. The Patient Network is made up of patients, service users, families and carers who have registered their interest to be involved in Trust activities.

There are a number of activities we would like our Patient Network to engage with and you can pick the ones you want to be involved in, for example: 

  • being part of service improvement
  • attending focus groups meetings
  • undertaking surveys
  • telling us your patient story
  • taking part in our Reading Group

If you would like to get involved in any of the activities above, please contact our Patient Advice and Liaison Service (PALS) at 01273 242 292 or via email to This email address is being protected from spambots. You need JavaScript enabled to view it. 

Other ways to get involved:

Get in touch

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Call or text: 01273 242 292

Postal address:

Patient Advice and Liaison Service (PALS)
B Block
Brighton General Hospital
Elm Grove

Page last reviewed: 04 March 2024
Next review due: 04 September 2024