NOT FOR EMERGENCIES. This service is for administrative inquiries only. If in danger, dial 999 immediately.
Bristol Royal Infirmary
The Bristol Royal Infirmary's Patient Support and Complaints department offers confidential advice and support on health-related matters for patients, families, and carers. This service acts as a point of contact for feedback, complaints, and suggestions about hospital services. Common reasons for calling include managing complaints, obtaining non-clinical information, and receiving guidance on hospital services. Typical wait times can be long, especially during peak hours or after weekends. For quicker service, consider calling earlier in the day. The department is available during operating hours and can also be contacted via email for non-urgent queries.
Updated 15 Dec 2025
Expected outcomes
- Manage patient complaints
- Provide feedback on services
- Receive non-clinical advice
- Signpost to relevant services
- Liaise with hospital staff
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Patient name
- Date of incident
- Details of concern
- Contact information
- Nature of enquiry
- Relevant dates
Known issues
Some users report long wait times to reach a PALS advisor by phone, particularly during peak hours or after weekends. To mitigate this, try calling earlier in the day or use email for non-urgent queries. Additionally, the resolution of formal complaints can take several weeks, with updates sometimes delayed. If you do not receive a response within the stated timeframe, it is advisable to follow up via email or phone. These steps can help ensure your concerns are addressed in a timely manner.
