Family Support Helpline

If you have any questions or concerns relating to the care of a child or young person at Alder Hey, please contact our Family Support Helpline Monday to Friday 9am to 7pm and weekends/ Bank Holidays 9am to 3pm. 

Telephone number: 0151 282 4907
Email address: PALS@alderhey.nhs.uk

Virtual Visiting at Alder Hey

We know and understand that these visiting restriction may prevent the amount of contact you have with your child. As a result, we have launched a new Family Support Messaging Service to allow our children and young people to keep in touch with families.

The Service will see a team of Alder Hey staff and volunteers on hand to deliver computer tablets compatible with Skype to allow for recorded or live video calling between our patients and families in order to maintain that essential face-to-face contact.

Family members will simply need to download Skype on their own personal device and book a time slot by emailing: patient.experience@alderhey.nhs.uk Tel. 0151 282 4907. Once a time is allocated, guidelines for Skype and a unique reference number will be generated and sent to the family members one hour before the call.

Our service will also give families the opportunity to send text or recorded voice messages via email to loved ones 24 hours a day. Please email: patient.experience@alderhey.nhs.uk quoting your family members name alongside your message. Please be aware that all messages will be delivered after 2:30pm and any messages received after this time will be delivered the following afternoon.

We appreciate that this is an incredibly difficult time for everyone and that restricting our visitors will create challenges for our families. However, we believe that these measures are necessary to reduce the risk to our patients, families and our staff.

Raise a concern or compliment: How to contact PALS

Our PALS team will speak to you about any concerns or compliments you want to discuss. You can visit them in person in the Alder Hey in the Park Atrium near the treehouse from from 9am to 5pm, Monday to Friday.

Or you can:

• Send them a message by completing the form here
• Call  0151 282 4907
• Write to PALS, Alder Hey Children’s NHS Foundation Trust, East Prescot Road Liverpool L14 5AB

Or you can:

Complete our Family Friends Test here.