More about patient services

Patient Advice and Liaison Service (PALS)

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:, 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.

We welcome calls via the Text Relay service - prefix all numbers with 18001

PALS is here to:


Farah Hussain

Farah commenced her PALS Officer role in October 2012; she has worked in the NHS since 2008 within the Outpatient appointments department and has also previously worked for NHS Professionals. Farah is a positive, energetic and bubbly individual who enjoys helping patients and resolving patient queries.

Her roles involves dealing with day to day PALS enquiries, resolving informal complaints, going to the Wards and talking to patients and supporting the Trust Interpreting and Translation Service.

Jane Yates

Jane joined the team as a PALS Officer in December 2013 and has worked for the NHS since 2008.

She previously worked for Hertfordshire Community NHS Trust and NHS Blood and Transplant where she gained valuable skills and experience.

Jane is a motivated and approachable individual who enjoys all aspects of the role particularly helping to provide a positive patient experience and resolving queries.

Her roles involves dealing with day to day PALS enquiries, resolving informal complaints, going to the Wards, talking to patients and supporting the Trust Interpreting and Translation Service.

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.

»View PALS leaflet

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 organise 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.

» Picture of a PDF iconInterpreter and Communication Support request form


Infopoint help points are free telephone kiosks which allow the user to make free calls to a number of useful services including the Patient Advice and Liaison (PALS) team.

They are conveniently located in the following areas:

Watford General Hospital

Hemel Hempstead Hospital

St. Albans City Hospital

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: