PALS
The Patient Advice and Liaison Service (PALS) focuses on improving the service we provide to our patients. When you need advice, or have concerns about any aspect of your care in our hospital then please contact PALS. The service is confidential. We will:
- Advise and support patients, their families and carers
- Provide information on NHS services
- Listen to your concerns, suggestions or queries
- Help sort out problems quickly on your behalf
- Please click on the link below to view the questions and answers that will help explain why the NHS collects information about patients and how this information could be used.
If you have concerns about your care or the services we provide, it is best if you can talk to the nurse looking after you, the doctor involved in your care at the time, or the ward manager. The Matron is also available should you wish to speak to them. Very often, worries and problems can be sorted out straight away and our staff will do their best to resolve your concerns at an early stage.
Alternatively, you may wish to contact PALS - our Patient Advice and Liaison Service. Contacting PALS is often the first (and informal) stage of the complaints process. We will acknowledge your concern in 2 working days and ask the service team to investigate this. The service will keep you updated throughout the process. A response will be given to you either by email, letter, telephone, or a face-to-face meeting.
Did we resolve your concern? If not, we can either repeat the process, or move to the complaints process.
If you would like to know more about the complaints process, you can find more information here.
Frequent Asked Questions
- Appointments: If you have any queries regarding a hospital appointment, please call the Appointments Hotline on 01244 366663.
- Blue Badge Holders: We have designated Blue badge Car Parks by our main entrance and adjacent to the Emergency Department. Parking for Blue Badge Holders in Blue Badge designated Car Parks is FREE and a blue badge is required to be displayed at all times when the vehicle is parked. All Blue Badge holders, please visit the security podium which has been moved to the main entrance of the Countess of Chester Hospital. The podium is staffed Monday to Friday from 7am - 4pm.
- Car Parking: If you have any queries about carparking, you can contact the team on Coch.carparking@nhs.net or you can visit the security podium which has been moved to the main entrance of the Countess of Chester Hospital. The podium is staffed Monday to Friday from 7am - 4pm.
- Patient Property: For information regarding what items to bring into hospital, and to understand the Trust’s responsibility for property, please visit: What to bring with you | Countess of Chester Hospital
- Subject Access Request: For details on how to request personal information, please visit: Accessing your personal information | Countess of Chester Hospital
Contact Details
You can phone the PALS team on 01244 366066, email cochpals@nhs.net PALS, or call into the PALS office in G4, Outpatients 1, Waiting Room 3, Monday - Friday 9.30am-4.30pm.
Advocacy
If you need any assistance or support with pursuing your complaint, you may wish to use an independent advocacy Service. Healthwatch Cheshire CIC is a local service.
Leaflets / Aids
Data Collection
The NHS collects information about patients. You can learn more about how this information could be used here.
Last updated: 13 February 2025