Getting help

Getting help

If you've been unable to resolve your concerns after contacting the local ward staff, ward sister or matron, then please contact our patient advice and liaison service (PALS).

Changes to service due to COVID-19

Complaint management will fully recommence from Wednesday, 1 July  following national guidance.

Getting help

What we do

  • advise and support patients, their families and carers
  • provide information about NHS services
  • listen to your concerns, suggestions and compliments
  • help sort out problems quickly on your behalf
  • help you identify what you want to know
  • help you keep in touch with our messaging service

Keep in touch messaging service

The PALS team also accept messages via email which will be printed, laminated and delivered to patients. This allows patients to receive messages, pictures and photographs from their loved ones whilst they are in our care.

If you would like to send a message to a patient, please email and include:

  • your short message (including photos if you wish)
  • patient’s full name
  • patient’s ward (if known)

Complaint process

If you have a complaint, on behalf of the chief executive officer, PALS will appoint a complaint coordinator to manage the process for you and they will be your point of contact throughout. The complaint coordinator will:

  • carry out a thorough investigation
  • tell you how long this will take
  • share the outcome either in writing or in a meeting.

Ways to get in touch

Visit us - Monday to Friday 9am to 4pm

Patient advice and liaison service (PALS)
C level, Centre Block
Southampton General Hospital 


023 8120 6325

Write to us

Patient advice and liaison service (PALS)
Mailpoint 81
Southampton General Hospital
Tremona Road
SO16 6YD

Out of hours

Please telephone the duty manager on 023 8077 7222

Patient testimonials

Please could I thank PALS for all their help in getting my mother an earlier appointment? We are most impressed with the way they dealt with the situation. Many thanks once again.

Kind regards, CB

I have no idea if you managed to help but it certainly seems so.  I would personally like to thank you from myself and family for helping with the situation with my son, he seems to be a lot happier especially as he was moved to the teenage and young adult unit last night and his treatment was started yesterday.

Thank you so much, kindest regards, RL

I would like to say thank you for the meeting and a chance to say my bit. It was really helpful and I feel it will make my life easier.  

Regards, MC

PALS strive to improve through listening and learning.