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 Trust’s 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.