PALS Assistance Request Letter: Free Template and What to Include

If you need to request help from Patient Advice and Liaison Service to resolve an issue, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong pals assistance request should include.

What this letter needs to cover

• Explain the situation clearly
• State what you have already tried
• Specify the help being requested from PALS
• Request acknowledgement and a named contact

What PALS actually does

The Patient Advice and Liaison Service exists specifically to help resolve concerns quickly and informally, before they need to become a formal complaint — they can liaise directly with clinical teams, clarify information, and often sort out issues like appointment delays or communication breakdowns without needing the full complaints process.

What to include before you send it

• A clear description of the issue you need help resolving
• Relevant details — appointment dates, department, or ward involved
• What outcome you're hoping PALS can help achieve
• Your contact details for a prompt response

When PALS is the right route, and when it isn't

PALS works well for practical issues, communication problems, or general concerns you'd like help navigating — but if your concern involves a serious safety issue or you're seeking a formal outcome like compensation, the formal NHS complaints process is generally the more appropriate route from the start.

Frequently Asked Questions

Does contacting PALS use up my right to make a formal complaint later?
No — you can still escalate to a formal complaint afterwards if PALS doesn't resolve things to your satisfaction.

How quickly does PALS typically respond?
This varies by trust, but PALS is generally designed to be a faster, more responsive service than the full formal complaints process.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number]
[Your Email Address]
Patient Advice and Liaison Service (PALS) [Scotland: Patient Advice and Support Service (PASS) / Wales: Llais / Northern Ireland: Patient and Client Council]
[Name of NHS Trust / Hospital]
[Address]
[Postcode]
[Date]

Dear [PALS / PASS / Llais / Patient and Client Council] Team,

Subject: Request for help with [Brief summary, e.g. a delayed appointment]

I am writing to ask for your help with a problem with [my NHS care / the care of my relative, [Name of Patient]].

The details are:
• Full Name: [Name]
• Date of Birth: [Date of Birth]
• NHS Number: [if known]
• Hospital or Clinic Reference: [if known]

The problem:
• [e.g. I have been waiting six months for an urgent follow-up appointment in the eye clinic and cannot get through to the clinic secretary]
• [What you have already tried, e.g. I have phoned the department three times and had no call back]
• [What you need, e.g. to know when my appointment will be and that my referral has not been lost]

This is very distressing and I am worried about the effect on my health. Please look into this, contact the department, and help sort it out quickly.

Please acknowledge this request and give me a named contact. You can reach me by [phone / email].

Yours sincerely,

[Your Signature]
[Your Printed Name]