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Patient Advice and Liaison Service (PALS)

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:


PALS is an informal service and does not replace the NHS complaints procedure.  Should you remain dissatisfied you can make a formal complaint.  More information can be found here: Complaints & Legal Services.

If you need support making a complaint you can contact POhWER, an independent complaints advocacy service.  You can contact them by telephone: 0300 456 2370 or by email: pohwer@pohwer.net.  For more information please visit their website: www.pohwer.net

 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.

 Cromer PALS

Our PALS office also supports people who use Cromer and District Hospital. This wiill be a service provided at Cromer and District Hospital by one of the PALS Co-ordinators who will attend when requested.

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 pals@nnuh.nhs.uk

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.

Opening Times

Monday09:00 - 17:00    
Tuesday09:00 - 17:00    
Wednesday09:00 - 17:00    
Thursday09:00 - 17:00    
Friday09:00 - 17:00    

Contact Details

Main Telephone Number: 01603 289036
Alternative Telephone Number: 01603 289045
Fax Number: 01603 289046
Email Address: pals@nnuh.nhs.uk

Based at the Norfolk and Norwich University Hospital, Norwich Click to show full address details for the Norfolk and Norwich University Hospital, Norwich (opens in new window)

Our Vision logoOur Vision: To provide every patient with the care we want for those we love the most