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Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service (PALS) offers confidential, impartial support to patients, families and carers. We understand that coming to hospital can sometimes feel overwhelming or confusing, and PALS is here to help with questions, concerns or feedback about any service provided by West Suffolk NHS Foundation Trust.

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How can PALS help?

If you have a question or concern, we recommend speaking first with the department manager or the matron in charge, as they may be able to resolve the issue straight away. If you feel your concern hasn’t been fully addressed, or you would like further clarification, the Patient Advice and Liaison Service (PALS) is here to help.

You may also prefer to speak to someone independent from the team providing your care. PALS can offer impartial support and guide you to the most appropriate service if you’re unsure where to go.

PALS can:

  • Answer your questions or provide information about services offered by West Suffolk NHS Foundation Trust.
  • Listen to your concerns about your care and help to resolve issues quickly wherever possible.
  • Direct you to the most appropriate department or organisation to address your enquiry.
  • Arrange for you to speak with staff who can help resolve your concerns.
  • Contact other organisations on your behalf, such as your GP surgery or another hospital, if appropriate.
  • Provide information about how to make a formal complaint, including details of advocacy services that can support you through the process.

Contact PALS

Our PALS service is open Monday to Friday:

  • Morning: 9:00 am – 12:00 pm
  • Afternoon: 2:00 pm – 4:00 pm

In person: Our office is situated within the main entrance foyer of the hospital, opposite the information desk. If there is no one in the office during our opening times please speak to the volunteers on the information desk who can page us to come and see you.

Telephone: 01284 712555

Email: PALS@wsh.nhs.uk

Send us your compliments, suggestions or complaints

Patient surveys

Tell us about your recent experience. If you have been a patient or carer using our services in the last 48 hours, we’d like to hear from you.

Choose the link below that best describes your role to complete our short survey.
It takes about 2 minutes, and your feedback will help us improve our services for everyone.

Translation and interpreting service

We understand that not everyone has a friend or relative who can help with interpreting when visiting the hospital. PALS can arrange professional, accurate and confidential interpreting support, either by telephone or in person. If you or someone you know needs an interpreter, please contact PALS on 01284 712555.

Interpreting services available include British Sign Language, lip-speaking, telephone interpreting, face-to-face interpreting and written translations, such as Braille.