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The Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service (PALS) is a free and confidential service giving on the spot help for patients, their families, carers and staff who live in the Ipswich and East Suffolk area.  We provide a non-discriminatory service and are able to offer advice in a way which will meet your needs.

PALS – we are here to help

  • To help resolve problems or concerns about health services as quickly as possible
  • Advice and support for you and your family
  • Point you in the right direction of other useful sources of information and support
  • By responding to your concerns, we can improve and develop the services that Ipswich and East Suffolk provides for you

We can provide information and advice on community health services as well as voluntary and support groups.
The main aim of PALS is to help resolve problems and concerns for people using NHS services quickly before they become a major issue. We would also like to hear from you if you would like to pass on comments or compliments.  You can talk to a member of staff or contact PALS and we will pass on your kind words.

PALS also acts as an early warning system for the Ipswich and East Suffolk CCG by monitoring and highlighting any problems or gaps in service provision.

We feed back to enable the CCG to review and improve its services.  If despite speaking to the PALS service you wish to make a formal complaint, we will explain the procedure to you and put you in contact with the right people.

PALS information Leaflet click here to view

How to contact PALS

Freephone number: 0800 389 6819 (option 1)
Address: PALS, Endeavour House, 8 Russell Road, Ipswich. IP1 2BX
Email: wsccg.pals@nhs.net

Opening Times

Monday to Friday 9am - 4.30pm (except bank holidays and weekends)

PALS Providers

We can signpost you to various PALS providers, including:

Care UK – 111
T: 0118 990 2210
E: nhs111.eoe@nhs.net

Care UK – Out of Hours
T: 0118 990 2210
E: Suffolk.OOH@nhs.net

East of England Ambulance Service Trust
T: 0345 601 3733
E: eoeasnt.feedback@nhs.net

Norfolk and Suffolk Foundation Trust
T: 0800 279 7257 or 01603 421191 (Open 9am-5pm Monday to Friday.  An answerphone service is available outside of these hours)
E: pals@nsft.nhs.uk

East Suffolk & North Essex NHS Foundation Trust (covering Ipswich and Colchester hospitals) and West Suffolk NHS Foundation Trust  (West Suffolk Hospital) have their own PALS and Complaints team who you can contact regarding their services.  You can contact them via the following details:

Ipswich Hospital PALS
T: 0800 328 7624 or 01473 704781
Monday to Friday (excluding bank holidays)
9am – 4pm
E: pals.service@ipswichhospital.nhs.uk

West Suffolk PALS
T: 01284 712555 (24 hour answerphone service)
E: pals@wsh.nhs.uk

If you would like an official investigation to be carried out and to receive a formal reply from IES, you will need to go through the NHS formal complaints procedure.


We want to make sure that patients receive excellent care, delivered in a respectful and courteous way.  You can help us by letting us know how we are doing.

The NHS is made up of numerous different organisations.  It is important to ensure that you direct your complaint to the correct organisation so that your concerns can be investigated properly, however if you do direct it to the wrong organisation, they, with your permission, can forward it to the right one.

Wherever possible, you should speak to the person in charge at the place where you have been receiving your care.  We can advise you of the appropriate organisation to contact.

If you would prefer to make your complaint to someone who is not directly involved in your care, you can contact our Patient Experience Team, who will be pleased to investigate your complaint with the health service concerned.

Our complaints procedure is compliant with the NHS Statutory Framework.

Complaints Providers

Ipswich Hospital
T: 01473 703797
E: advice.complaints@ipswichhospital.nhs.uk
W: www.ipswichhospital.nhs.uk/pals/how-to-raise-a-complaint.htm 

West Suffolk Hospital
T: 01284 713056
E: complaints@wsh.nhs.uk
W: www.wsh.nhs.uk/PatientsVisitors/PALS/FormalComplaints.aspx 

Norfolk and Suffolk Foundation Trust
T: 01603 421486
E: complaints@nsft.nhs.uk
W: www.nsft.nhs.uk/About-us/Pages/Making-a-compliments-or-suggestion.aspx

East of England Ambulance Service Trust
T: 0800 028 3382 or 01234 243320
Phone lines are open between 10am and 4pm Monday to Friday
E: eoeasnt.feedback@nhs.net
W: www.eastamb.nhs.uk/contact-us/complaints.htm

Care UK – 111
T: 0118 990 2210
E: nhs111.eoe@nhs.net

Care UK – Out of Hours
T: 0118 990 2210
E: Suffolk.OOH@nhs.net
W: www.suffolkoutofhours.nhs.uk 

Allied Health Professionals
T: 01379 873724 (Philip Dale, Clinical Director)
E: Philip.Dale@ahpsuffolk-cic-nhs.uk
W: www.ahpsuffolk.co.uk/Home/ContactUs/Compliments,SuggestionsandComplaints.aspx

Suffolk Community Healthcare
T: 01473 278955
E: feedback@suffolkch.nhs.uk
W: www.suffolkcommunityhealthcare.com/ContactUs.aspx

The Pathology Partnership
T: 01223 632938
E: pathp.complaints@nhs.net
W: www.thepathologypartnership.info.gridhosted.co.uk/contact-us/ 

Suffolk County Council
T: 0808 800 4005 (Customer First Helpline)
E: CustomerRights@suffolk.gcsx.gov.uk
W: www.suffolk.gov.uk/about/give-feedback-or-make-a-complaint/

Complaints about GPs, Dentists, Pharmacies and Opticians

The Clinical Commissioning Group does not handle complaints about primary care services.  If you wish to make a complaint about your GP, Dentist, Pharmacy or Optician, you can contact the provider directly or NHS England who commissions these services.  You can contact NHS England via the following details:

T: 0300 311 22 33
P: NHS England, PO Box, 16738, Redditch, B97 9PT
E: England.contactus@nhs.net
W: www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/

Other sources of help

If at any time throughout the complaints process you require any support, you can seek assistance from the NHS Complaints Advocacy Service.  They can help you make a complaint about the NHS and are a free, confidential independent service.  You can contact the NHS Complaints Advocacy Service via the following details:

T: 0300 330 5454
E: nhscomplaints@voiceability.org
W: www.nhscomplaintsadvocacy.org


If you are still unhappy following the response from our Chief Officer, you can contact the Ombudsman and request they review your case. Their contact details are as follows:

Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk 

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