PALS (Patient Advice and Liaison Service)

PALS provides support for patients, families, carers and staff.

Visiting / opening times

  • Monday to Friday 08:30 AM 04:30 PM

Please note that, due to the Coronavirus (COVID-19) outbreak, DBTH has paused the investigation of new and existing complaints. This enables clinical staff to focus on front line patient care.

It also enables our complaints teams to provide vital support to the NHS. We will continue to review and acknowledge all new complaints, which you can log by emailing, and will act upon any concerns about patient safety or safeguarding. However, we will not investigate the complaint or respond until further notice.

All customers awaiting a response to a complaint will be notified that the investigation is on hold.

Some of our offices are not accessible to staff and they are working remotely. If you need to contact DBTH about an existing complaint, please email where possible.

We will resume our complaints service as soon as possible. In the meantime, thank you for your patience and understanding.

When you need advice, have concerns, or don’t know where to turn, PALS will:

  • Offer advice and support
  • Help sort out problems quickly
  • Assist with any problems relating to language or disability
  • Provide information about health services
  • Listen to concerns, suggestions and queries
  • Point you in the right direction
  • Explain how to make a formal complaint or provide leaflets explaining the process
  • Signpost external advocacy, if required
  • Explain how you may access your medical records.

Hearing about the experience you had at our hospitals is very important because it enables us to pass compliments to our staff on your behalf and make improvements if we have not met your expectations.

If you would prefer to speak with someone outside of the department you are concerned with you can contact the Patient Experience Team on 01302 642764, 01302 642767, or email

Written communications can also be sent to:

Patient Experience Team
Doncaster Royal Infirmary
Armthorpe Road

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