Patients Advice and Liaison Service (PALS) The Ipswich Hospital

PALS is the Patient Advice and Liaison Service. PALS is a non-clinical point of contact within the hospital for patients, relatives, carers and friends requiring advice or assistance in relation to services provided by ESNEFT. The PALS Service is independent and confidential and we will not speak to anyone about the patient unless appropriate permission has been obtained. If you have spoken to the ward or clinical staff and still require additional support, PALS is there to help resolve queries as quickly and easily as possible. The PALS staff will coordinate your concerns to the most appropriate department, and it is the responsibility of the departmental senior management team to respond directly to you and ensure your questions or concerns are fully addressed. 

What does PALS offer?

• Advice for you and your family.
• PALS will listen to your concerns, feedback and queries.
• PALS can help sort out queries quickly on your behalf, by arranging for the appropriate staff to contact you.
• Advice on how to make a formal complaint.
• Referral to independent advocacy services who provide free and confidential advocacy when raising a formal complaint.
• Signposting to relevant local support and / or voluntary groups that can give advice.
• Take feedback on our services ensuring that all information received is shared with the wider Patient Experience team and used to improve patient care in the future.
• Take details of praise and compliments you wish to pass on in relation to the care and treatment you have received.