Patient Services
Patient Advice and Liaison Service
We're here to help - to provide on the spot help and advice
The Patient Advice and Liaison Service (PALS) is available to patients who wish to raise any issues or concerns regarding their stay in hospital.
Please talk to the ward staff if you have any issues and concerns, and if that does not resolve the problem, please ask them to contact the PALS staff who would be happy to visit you, your relative or carer on the ward. You can also visit the department in person where you can speak to the PALS team in confidence.
Even if you have been discharged from hospital, you can still make the Trust aware of any issues you wish to raise.
The PALS office at Watford General Hospital near Main Reception in the PMOK Building operates a drop in service between 10am to 4pm. The PALS office can be contacted by email: pals@whht.nhs.uk, or by phone, on: 01923 217198.
Out of hours - please leave a telephone message or send an e-mail and you will receive a response to your enquiry the next working day. In an emergency ask for the on-call manager via Hospital’s main telephone number 01923 244366.
Should your relatives/carers/friends wish to raise concerns on your behalf, we would need to have your written consent. This is to protect patient confidentiality.
PALS is here to:
- Help answer any questions about your care in hospital
- Advise and Support you, your carer or family. We understand that being in hospital can be an anxious time and you might need someone else to act on your behalf
- Listen to your suggestions to improve services for patients, visitors and other users
- Respond to your concerns if you are unhappy with any aspect of your care. All concerns are dealt with informally and responded to verbally
PALS Co-ordinator
Hamed Zarin is a graduate who joined the Trust in February 2003 as a Training Administrator and progressed to Patient Advice and Liaison Service in January 2004. As PALS
Co-ordinator, his role involves dealing with the day-to-day affairs, from supervising PALS volunteers, resolving patient concerns, organizing Trust interpreting and translation and Trust comment card system.
He is contactable at hamed.zarin@whht.nhs.uk or internal extension 3839 or external number 01923 217198.
Profile of Astrida Meija – information to be provided
Profile of Keith Shaw – information to be provided
Role of PALS
The PALS department is able to offer help and advice to patients, and to resolve concerns. This can be done by dropping in to the PALS Office, based at Watford General Hospital, near Main Reception in Main Block or by contacting the department on 01923 217198. PALS are also able to visit patients on the Ward or clinic area to address concerns that may arise.
Interpreting and Translation
Should you, your family or carer require an interpreter or signer for West Hertfordshire Hospitals NHS Trust clinic appointments, ward meetings or to communicate your concerns, we can book a trained person to assist.
The PALS department is able to organize interpreters and translation of script (e.g. medical records. general healthcare related information) upon request. For Interpreting and Translation enquiries, please contact PALS on 01923 217187. To arrange an interpreter, an Interpreter & Sign Language form should be filled out and sent to the PALS Office. Emergency interpreting will be organized through the PALS Office during working hours.
This support is free to our service users.
» 
Interpreter
and Communication Support request form
Comment Cards
Comment Cards and boxes are situated throughout the Trust. These can be used to make a suggestion, raise a concern or offer compliments on Trust services.
Volunteers – be a PALS volunteer
PALS volunteers are able to provide the PALS Office with admin support. The role of a PALS volunteer varies from visiting the ward, taking down patients’ concerns, providing a listening ear, collecting comment cards or helping out in the organising of interpreters. Volunteering for PALS is rewarding work, and provides an opportunity to build confidence, learn new skills and gain experience in a health care setting.
If you are interested in becoming a PALS volunteer or helping out within the Trust, please contact our Volunteer Coordinator on 01923 217307 or e-mail: wherts-tr.volunteers@nhs.net
