Patient Advice and Liaison Service

We know that it can be a worrying and confusing time when you or someone you know is unwell.  If you have concerns about any aspect of your care, or the service you receive, it is best to first speak with a member of staff involved with your care.

If you find that staff cannot help you, or you are not comfortable speaking with them, you can contact PALS.

PALS is a confidential service designed to support patients, relatives and carers.  You can ask a friend or relative to contact us on your behalf but we must have your permission before we can discuss your personal circumstances with anyone else.

PALS will:

  • Help answer your questions about the Trust or your care
  • Offer advice and support if things go wrong
  • Respond to your concerns if you are unhappy about any aspect of your care
  • Provide information about our services
  • Listen to your suggestions for improving our services for patients and visitors
  • Pass on your compliments to staff
  • Provide advice on the NHS complaints procedure

PALS is an informal service and does not replace the NHS complaints procedure.

PALS will not pass on any details about you or the issues you have raised without your knowledge or consent.  For more information please see the Patient Confidentiality page.



Our PALS office also supports people who use Cromer and District Hospital.

If you would like to use this service contact us on 01603 289036.


Meet the team

Sarah Eastwood, PALS Manager

Gemma Stanforth-Green, PALS Assistant

  How to contact PALS

Email:  If you would like to contact PALS by email you can fill in the on line form.  Please click here or email us at

Please note that the Trust’s code of confidentiality and Caldicott policies prevent the emailing of patient sensitive or confidential information across non secure networks.

Writing: The PALS Manager, Norfolk and Norwich University Hospital, East Block Level 2, Colney Lane, Norwich NR4 7UY

Visit: You can drop in and see us.  We are located next to Kimberley Ward, East Block Level 2 or please ask at the main reception desks at the Inpatient and Outpatient hospital entrances.  If you are an inpatient, we can visit you on the ward to discuss your concerns.

Telephone: The office has an answerphone which is available 24 hours a day to leave a message.  All messages will be returned as soon as possible.


 Best Wishes Messages

PALS runs a Best Wishes service so friends and relatives can send a message to inpatients.   Click here to send a message to a patient.  Fill in the details and then press the send button.

Please read the guidelines for more information about sending a message.


What doesn’t PALS offer?

The PALS team is non-clinical and is unable to offer counselling, diagnosis or any detailed medical information.