PALS and Complaints Service

Our team is working hard to ensure we respond to your queries in a timely manner. We will get back to you as soon as we can but please bear with us as it may take a little longer than usual.

Due to COVID-19 we are not currently  having face to face meetings. We can facilitate a virtual meeting if required once we have spoken with you on the phone. 

At Airedale NHS Foundation trust we work hard to provide an efficient and effective service in a helpful and courteous manner. Largely this happens problem free; however we want to know when things do go wrong, so that we can quickly put them right.

We welcome and value your comments, both positive and negative, and suggestions on the service you have received, as this will help us plan for the future and improve care for other patients and their families.

Patient Advice and Liaison Service (PALS)

PALS is about listening, learning and working with you to improve health services, making sure that as a patient, relative or carer your journey through the NHS is as smooth as possible.  We provide a confidential service, helping you to sort out any concerns you may have about your care and treatment. We can:

  • provide information and advice about NHS services

  • help resolve problems or concerns quickly on your behalf

  • ensure that you only have to ask a question once

  • advise you of support agencies and other organisations that can help

  • give you a chance to tell us about your experiences

  • listen to your ideas that could make health services better

We assure you that by raising a concern with the Trust it will not adversely affect your ongoing care or that of the patient about whom you are raising concerns.

How to contact PALS

Telephone:  01535 294019 or 01535 294015

If you are deaf or have a hearing or speech impairment, the Text Relay Service can be used to contact us. Dial 18001 followed by the contact number.

The office is open Monday-Friday 09:00-16:00 (except bank holidays).

Outside of these times, please leave a message and we will aim to reply within one working day.


Can I contact PALS if I’m not a patient?

Yes – anyone who needs advice related to the hospital services can contact PALS. This includes patients, relatives, friends, carers and professionals.

PALS leaflet – alternative formats

You can access our PALS information leaflet in Easy Read, BSL and in a range of different languages.

PALS information in Easy Read

PALS information in British Sign Language (BSL)

PALS Leaflet (Chinese Mandarin)

Making a complaint

If you wish to make a formal complaint you have the right to do so. For more information on our complaints procedure please click here