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.

We are here to:

  • Offer advice and support
  • Help sort out problems on your behalf
  • Listen to your concerns, suggestions or queries
  • Provide information about the Trust’s services
  • Pass on your compliments to staff

How to contact PALS

Email:  You can contact PALS by email at pals@nnuh.nhs.uk

We aim to answer emails within two working days.  Please check your spam or junk folder if you have not received a response.  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 Hospitals NHS Foundation Trust, Colney Lane, Norwich NR4 7UY

Telephone: 01603 289036 or 01603 289045. 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 usually within two working days.

Please contact us to make an appointment to visit PALS. We are only able to meet with two people at a time.

PALS aims to be an accessible service.  Please let us know your needs and we will do our very best to meet them.

Complaints

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 on the Complaints, Compliments and Suggestions page.

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 about Patient Confidentiality visit the general patient information page.

Best Wishes Messages

PALS runs a Best Wishes service so friends and relatives can send a message to inpatients.  Send a message to a patient by filling in the details here 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

Monday 10:00 – 16:00
Tuesday 10:00 – 16:00
Wednesday 10:00 – 16:00
Thursday 10:00 – 16:00
Friday 10:00 – 16:00
Saturday Closed
Sunday Closed