Coronavirus information

Information on the coronavirus pandemic for our patients and visitors.

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Patient Advice and Liaison Service (PALS)

Please note, the Patient Advice and Liaison Service (PALS) is now known as the Patient Relations Department. We are available through a single new hotline number 0121 424 0808

“Letters for loved ones”

As all-but-essential visiting has been suspended on our hospital sites during the ongoing coronavirus situation, we’d like to make it easier for you to keep in touch with your friends or family members while they’re in hospital.

See how to send letters for loved ones

Due to the COVID-19 pandemic and the urgent demands on our clinical and operational colleagues, which resulted in a national pause in the complaints service, you may experience delays in receiving a response to your complaint.

However, we will acknowledge, log and review your contact and we will act upon any concerns about patient safety or safeguarding.

Where we are able to resolve matters via telephone or email contact we will try to do so. If not, we will respond to your complaint as soon as we can.

If you need to make contact about an existing complaint please email the complaints mailbox.


If you have an urgent issue which you need help with please call or email us on the above address.

Tel: 0121 424 0808

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

Patient Relations will be equipped to handle any concerns, questions, complaints or queries you may have.

The Department hotline will be manned from 09:00 – 16:30 (Monday to Friday, 24 hour voicemail facility). Outside of hours, please leave a message and a member of the team will contact you the next working day.

The Patient Relations Department at the Trust seeks to fulfil the NHS commitment to patient support, operating as a champion for patients and relatives and carers, negotiating solutions for any problems they may encounter.  As a patient, relative or carer sometimes you may need to turn to someone for on-the-spot help, advice or support. This is where we come in.

We provide a confidential one-stop service, helping you to sort out any concerns you may have about the care the Trust provides.

We will guide you through the different services available from the NHS and where necessary steer you towards the complaints process. There is a Patient Relations team at each of our Hospitals, and you can contact us by email at

or by phoning on 0121 424 0808


Thinking of going to Accident and Emergency but not sure if you need to? Try our handy symptom checker.

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