Coronavirus guidance

Restrictions remain in place and inside all of our hospitals you still need to wear a mask, wash your hands and follow social distancing. Please see information for visitors > before you plan on visiting.

Patient Advice and Liaison Service (PALS)

The Trust encourages patients, carers and relatives to share their experiences and feedback.

Contact can be made via email, telephone, completing a contact form, or video / face to face meetings.

What can we do?

  • Talk to senior staff on your behalf to try to resolve any concerns or issues
  • Tell you about the service we provide and about the NHS 
  • Provide information and signpost you to other support organisations 
  • Listen to your suggestions and comments and take action to improve our services
  • Hear from your positive experience and share compliments with those involved
  • Tell you about complaints advocacy services

When to use PALS?

If you have a concern about yourself, or about a relative or friend in our care, we recommend that you raise your concerns first of all with the people who are providing the care. They will usually be best placed to help you, and to put things right as soon as possible when they go wrong. If you want help with doing this, PALS can help you.  

A member of the PALS team will listen and discuss with you the most appropriate way to take your concerns forward and can also give advice on independent advocacy services and the formal complaints process.

Face to face appointments with the PALS team

Limited face to face appointments with the Patient Advice and Liaison Service (PALS) are now being offered during weekdays (excluding Bank Holidays).

Enquirers will need to contact the appropriate PALS department to book an appointment, and look at things to consider when visiting our hospitals > before attending.

Please be aware that:

  • No more than 3 appointments per day will be offered, in order to limit visitors, ensure social distancing and to allow time to sanitise the meeting areas.
  • The appointment slots can also be used to conduct virtual meetings / video calling.
  • The meetings will be one hour maximum duration.
  • We will allow one person per appointment to attend, unless additional support is required i.e.  enquirers with a learning disability, dementia, mental health or complex needs, and those who are unable to make decisions for themselves. Such enquirers may be accompanied by their carers/ advocates.
  • Children and pregnant women should not attend.

We are sorry for the inconvenience, and would like to thank you for your co-operation and support in limiting the spread of coronavirus.

Please be aware that any such appointments may be withdrawn without notice, in line with public health advice regarding visitor restrictions and social distancing.

Contact PALS - Royal Derby Hospital and Florence Nightingale Community Hospital

The PALS office at Royal Derby Hospital covers the following hospitals:

  • Royal Derby Hospital
  • Florence Nightingale Community Hospital


Royal Derby Hospital
Uttoxeter Road
DE22 8NE

The office is open Monday to Friday, 9am to 4.30pm, and is located in the main entrance, opposite Costa Coffee.  


Office:  01332 785 156   

Text:   07799 337 500  

Please leave a voicemail outside of opening hours.


Contact PALS - Queen's Hospital Burton, Sir Robert Peel and Samuel Johnson

The PALS office at Queen's Hospital Burton covers the following hospitals:

  • Queen's Hospital Burton
  • Samuel Johnson Community Hospital
  • Sir Robert Peel Community Hospital


Queen's Hospital Burton
Belvedere Road
Burton on Trent
DE13 0RB

The office is open Monday to Friday, 9am to 4.30pm. The office is located opposite the Fracture Clinic on the Ground floor.


01283 593 110 or 01283 593 182

Please leave a voicemail outside of opening hours.


PALS - Patient information leaflets