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PALS (Patient advice and liaison service)

We know hospitals can be overwhelming and confusing places to visit. The patient advice and liaison service (PALS) provides impartial advice and can help you with queries, support and issues you may be having with services provided by West Suffolk NHS Foundation Trust. This friendly service is confidential and available to patients, their families and their carers

How can PALS help me? 

If you have a query or concern we would suggest speaking with the department manager or matron in charge before contacting PALS, as they will most likely be able to resolve your concerns at that time. However if you do not feel your issue has been fully answered or resolved, or you don't fully understand what staff have said, PALS would be happy to assist you.

There are also times when you may feel more comfortable speaking to someone that does not work in the area you are being treated, even if you just need more information about the right place to go.


What can PALS do? 

  • Answer your queries or provide information about services provided by West Suffolk NHS Foundation Trust
  • Listen to your concerns, worries and fears about your experience in the hospital and help to resolve problems quickly on your behalf
  • Suggest departments or organisations that can resolve your enquiry
  • Arrange for you to meet members of staff who can help to resolve your concerns
  • Speak to other organisations on your behalf, if appropriate, like your GP surgery or another hospital
  • Provide information about making a formal complaint as well as details of advocacy services that can offer you support in making your complaint.

Contact PALS

Open 9.00am to 4.00pm, Monday to Friday except Bank Holidays

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 with 24 hour answerphone facility


Online form



Translation and interpreting services

We recognise that some people do not have a friend or relative that is able to interpret for them when visiting the hospital so we can offer support by providing a professional, accurate and confidential translator either via telephone or in person. If you or someone you know requires the assistance of a translator, please contact PALS on 01284 712555. Some examples of the services provided include, British sign language, lip-speaking, telephone interpreting, face to face interpreting and written translations such as braille.