Manchester Royal Infirmary
The Manchester Royal Infirmary's Patient Advice and Liaison Service (PALS) offers support and information to patients, families, and carers. Available Monday to Friday from 09:00 to 16:00, PALS assists with general enquiries about hospital services, care, and treatment. They handle complaints, offering guidance on the process and informal resolution. Accessibility support, such as arranging interpreters and providing documents in alternative formats, is also available. Common reasons for calling include seeking advice on hospital services, lodging complaints, and requesting accessibility assistance. Wait times can vary, with peak periods potentially leading to longer waits. Voicemail is available for callbacks.
Updated 15 Dec 2025
Expected outcomes
- Get hospital service information
- Submit a complaint
- Request interpreter services
- Obtain alternative document formats
- Resolve accessibility issues
- Receive feedback guidance
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Patient name
- Nature of enquiry
- Contact details
- Details of complaint
- Type of support required
- Date/time of visit
Known issues
Callers to PALS may occasionally experience long wait times, particularly during peak hours or when staff are busy assisting others. A voicemail service is available, and staff aim to return calls promptly. Accessibility barriers, such as glare from corridor flooring and limited signage, may pose challenges for visually impaired visitors. Resting areas and staff assistance are available to help mitigate these issues. For those needing interpreters or documents in alternative formats, it is advisable to request these services in advance to ensure availability and proper arrangements.
