West Suffolk Hospital Patient Advice and Liaison Service Logo
Patient Advice and Liaison Service 

What is PALS?

The Patient Advice & Liaison Service (PALS) is a service which offers support, information and help to patients, their families, carers and friends.

PALS will also help the Trust to improve services for patients.

The PALS team can:

       Advise and support you, your family, carers and friends

       Listen to your suggestions, queries and concerns

       Help sort out problems on your behalf

       Help and support when things go wrong;

       Provide information about NHS services

The PALS Team is here to help and advise you and to provide information.

We would like to hear your views and comments about how we could improve our services.

We can also advise you if you would like to become more directly involved in the development of our services.

We can help you to sort out any problems or concerns you may have about our services, particularly if you have been unable to resolve these by speaking to staff caring for you on the ward or as an outpatient.

We can also tell you about the Trustís complaints process, and how to contact other organisations that may be able to help or advise you.

Alternatively you may wish to contact the Independent Complaints Advocacy Service (ICAS) at Unit 26A, E Space North, 181 Wisbech Road, Littleport, Cambridgeshire, CB8 1RA.  Helpline: 0845 456 1084

We are here to help YOU

Our Patient Advice and Liaison Service is available to all patients who receive services from the Trust at

       West Suffolk Hospital, Bury St Edmunds

       Walnuttree Hospital and St Leonards in Sudbury

       Newmarket and Thetford Hospitals

       and at our clinics in Haverhill and Stowmarket.

The PALS office is situated in the main reception area of West Suffolk Hospital and the service is available

Monday to Friday from 9am until 5pm.

The service is also available outside these times and in our other Trust sites by appointment.

This leaflet can be made available in other languages, Braille and on audio tape.



If you require information, support or advice about services
provided by West Suffolk Hospitals NHS Trust,
you can contact our Patient Advice and Liaison Service (PALS)


The PALS office is situated in the main
reception area of the West Suffolk Hospital
if you prefer, a member of the PALS team will visit you on the ward.


The PALS direct dial telephone number is: 01284 712555

The hospital extension number is 2555

or, ask a member of hospital staff to Bleep PALS on: Bleep 398


The Patient Advice and Liaison Service
West Suffolk Hospital
Hardwick Lane
Bury St Edmunds
Suffolk IP33 2QZ

The Trustís website provides further information about our services:



What is PALS?
Patient & Public Involvement
Patient Information Leaflets
Your Guide to the NHS
How can I find more information?
Comments, Complaints & Concerns
Formal Complaints
ICAS - Independent Complaints Advocacy Service
Support Groups
West Suffolk Cancer Support Groups
Why information is collected about you
Accessing your health records
Confidential Information
Information about your discharge
NHS Funded Continuing Health Care
PPI Strategy & Framework
How the service is being used
Case Studies

Contact us by or telephone: 01284 712555

West Suffolk Hospitals NHS Trust

Last Modified: August 2004