Complaints about hospital services - accessing the NHS Complaints Procedure

For first step advice on how to access the NHS complaints procedure contact the Patient Advice and Liaison Service (PALS) for the appropriate hospital.
The PALS service is for patients, relatives and friends, carers and visitors and aims to:

  • Advise and support patients, their families and carers

  • Provide information on the NHS services

  • Listen to and respond to concerns, suggestions and queries

  • Influence changes in the service

Services provided include:

  • Ward and telephone consultation to address queries

  • Trouble shooting to provide early resolutions to problems and concerns

  • Supporting patients rights

  • Provide information and support to access other information including the NHS Complaints Procedure.

  • Signposting to independent/specialist advocacy services and support groups.

  • Providing information about any aspect of the Trust’s services.

  • Liaison between professionals for patients

  • Auditing comments to pick up trends and influence changes required to make improvements.

  • Supporting patients and public involvement in care.

  • Raise staff awareness of public concerns and issues.

PALS does not replace the formal complaints procedure, it is another way of getting your concerns addressed.  PALS will not investigate complaints but will inform and support people who wish to use the NHS complaints procedure.  You are not obliged to use PALS if you wish to make a formal complaint, you can access the NHS complaints procedure yourself.

To access PALS at Royal Bournemouth Hospital and Christchurch Hospital contact:

PALS Co-ordinator
Royal Bournemouth Hospital
Castle Lane East
Bournemouth, BH7 7DW
Tel: 01202 704886 (confidential answer phone available when office unattended).


To access PALS at Poole Hospital contact:

Patient Advice and Liaison Service
Health Information Centre
Poole Hospital NHS Trust
Longfleet Road
Poole, BH15 2JB
Tel: 01202 448499 (with confidential answer phone)
Fax: 01202 448363

To access PALS at Dorchester County Hospital contact:

PALS, Dorset County Hospital
NHS Foundation Trust
Williams Avenue
Dorchester, DT1 2JY
Tel: 0800 783 80 58

To access PALS at Wareham Hospital contact:

PALS, Wareham Hospital
Streche Road
Wareham, BH20 4QQ
Tel: 01929 552433

To access PALS at Swanage Hospital contact:

PALS Swanage Hospital
Queens Road
Swanage, BH19 2ES
Tel: 01929 422282

To access PALS at St Leonards Hospital contact:

PALS St Leonards Community Hospital
Ringwood Road
St Leonard’s
Hants, BH24 2RR
Tel: 01202 584200

To access PALS at Westminster Memorial Hospital, Shaftesbury contact:

Westminster Memorial Hospital
Abbey Walk
Shaftesbury, SP7 8BD
Tel: 01747 851535

To access PALS at Yeatman Memorial Hospital, Sherborne contact:

Yeatman Hospital
Hospital Lane
Sherborne, DT9 3JU
Tel: 01305 361500

Information also available from:


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