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Patients Advice and Liaison Service (PALS) West Suffolk Hospital


We know hospitals can be overwhelming and confusing places to visit. The patient advice and liaison service (PALS) provides impartial advice and can help you with queries, support and issues you may be having with services provided by West Suffolk NHS Foundation Trust. This friendly service is confidential and available to patients, their families and their carers

How can PALS help me? 

If you have a query or concern we would suggest speaking with the department manager or matron in charge before contacting PALS, as they will most likely be able to resolve your concerns at that time. However if you do not feel your issue has been fully answered or resolved, or you don't fully understand what staff have said, PALS would be happy to assist you.

There are also times when you may feel more comfortable speaking to someone that does not work in the area you are being treated, even if you just need more information about the right place to go.

What can PALS do? 

  • Answer your queries or provide information about services provided by West Suffolk NHS Foundation Trust
  • Listen to your concerns, worries and fears about your experience in the hospital and help to resolve problems quickly on your behalf
  • Suggest departments or organisations that can resolve your enquiry
  • Arrange for you to meet members of staff who can help to resolve your concerns
  • Speak to other organisations on your behalf, if appropriate, like your GP surgery or another hospital
  • Provide information about making a formal complaint as well as details of advocacy services that can offer you support in making your complaint.

Who to contact

01284 712555 with 24 hour answerphone facility

Where to go

Patients Advice and Liaison Service (PALS) West Suffolk Hospital
West Suffolk Hospital
Hardwicke Lane
Bury St Edmunds
IP33 2QZ
View IP33 2QZ on a map
Area served
All Suffolk

Days & Times

Open 9.00am to 4.00pm, Monday to Friday except Bank Holidays

Other details

Age Groups
Adults, Young people

PALS is a free confidential information service giving on the spot help for patients, their families, carers and staff. PALS can meet with clients where necessary to assist in their problem

Local Offer

Local Offer

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