Patient Advice and Liaison Service (PALS)

Talk to PALS - Let's resolve it together.

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. Listen to your concerns, suggestions or queries. Provide information about the trust's services. Pass on your compliments to staff. Our aim is to mediate on your behalf.

On average, we speak to over 400 people a month to help them with accessing Trust services or resolving concerns. People often contact us to help them with finding out more information about waiting times, concerns about an inpatient or because of a communication issue, getting in touch with someone or understanding a decision made.

Meet the team

Meet the Pals Team. Sarah Lynam, Pals Manager. Lee Shiers, PALS and Experience Officer. James O'Brien, PALS and Patient Experience Assistant. Matt Souter, PALS and Patient Experience Assistant.

How to contact PALS

We aim to acknowledge your contact within a couple of working days.
We are a small team, often helping people on the phone, ward or in meetings, so please do not hesitate to leave us a message on our answerphone or send us an email.

If contacting us it would be useful to have the full name, date of birth or hospital number of either yourself or the person you are contacting us about.

If leaving a message on our answerphone please speak clearly and calmly, not forgetting to leave your contact telephone number.

The PALS Manager
Norfolk and Norwich University Hospitals NHS Foundation Trust Colney Lane

01603 289036 or 01603 289045

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

What to expect when you contact PALS

Member of PALS answering questions in a doorway.

When you contact PALS we will respond to your communication to let you now we have received it. We will then work with you to help resolve your enquiry or concern.

We may need to contact you for further information or to gain consent from the affected person to be able to discuss matters with you.

We are able to speak with you at our door behind our screen for infection control safety, however due to the sensitive nature of matters raised we will book an appointment with you to discuss anything further on the phone or by live video chat.

If you are an inpatient, we encourage you to phone us in the first instance, we can only arrange a ward visit with the permission of Ward Manager, Matron or Senior Nurse.

How we feel about PALS and your feedback

  • We love to help people and their families; we like to support resolving concerns.
  • We love to work at the Hospital, supporting people with some of their most challenging times in life.
  • We are grateful to receive your thanks when we support you.
  • Please send us any compliments by contacting us, it helps to boost morale – email
James really helped me when I met him, he was so calm and listened to my concerns for over two hours. I have had a brain injury and needed extra support to feedback.
You are lovely lovely lovely people. I can't thank you and Sarah enough for sorting out my husband's chemotherapy sessions.
I want to thank Lee for everything he has done to help the family. We have found your support invaluable.

Frequently asked questions

In PALS we are frequently asked about accessing Health Records. Please contact the department directly in 01603 288729 to make an application. The hospital also has a Patient Services department who can be contacted directly. Lost property 01603 286803. Patient Fares 01603 289769. Bereavement 01603 287165 or 01603 287166 or 01603 289440.


Do you need to make a complaint? PALS does not replace the formal NHS complaints procedure. Make a formal complaint by calling 01603 289684 or by emailing or by sending in a letter to complaints and legal services department, Norfolk and Norwich University Hospitals NHS Foundation Trust, Colney Lane Norwich NR4 7UY.

More information on making a formal complaint.

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:  For more information please visit their website:

PALS will not pass on any details about you or the issues you’ve 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 Send. 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

Monday10:00 – 16:00
Tuesday10:00 – 16:00
Wednesday10:00 – 16:00
Thursday10:00 – 16:00
Friday10:00 – 16:00

How to find us

For details about how to find us, how to get here and information about accessibility (including images), please click on the icon below: