Patient Advice and Liaison Service (PALS)

Our PALS team are here to answer queries, pass on feedback or handle any complaints that you may have.

Although we may not always be able to answer your query directly, we will usually know which team or organisation is best to ask.

Contact our Patient Advice and Liaison Service

The contact details below will connect you with our PALS team who can help you with any questions you may have or receive feedback.

Freephone: 0800 389 6819
(between 9:30am – 3:00pm Monday – Friday, excluding bank holidays)

Email: sneeicb-ws.pals@nhs.net for feedback and queries

Patient Advice and Liaison Service (PALS)
Endeavour House
8 Russell Road
Ipswich
IP1 2BX


Complaints

If you would like to make a complaint about a poor healthcare experience in Suffolk or north east Essex, we would recommend contacting the organisation that provided the care directly. If you’re unsure which organisation was involved, please get in touch and we’ll do our best to help identify the healthcare provider in question.

However, you are also welcome to lodge a complaint about a provider via our team if you’d prefer. You can also make a formal complaint regarding the work of the ICB.

If you want to register a formal complaint, please do so as soon as you can and try to provide as much relevant information as you can. We will be able to provide you with details of the advocacy service if you feel you need support in making your complaint.

How to make a complaint

To make a complaint, please contact our PALs team via the details below.

Freephone: 0800 389 6819
(between 9:30am – 3:00pm Monday – Friday, excluding bank holidays)

Email: sneeicb-ws.complaints@nhs.net to lodge a complaint.

Patient Advice and Liaison Service (PALS)
Endeavour House
8 Russell Road
Ipswich
IP1 2BX

  • We will acknowledge your complaint within three working days.
  • We will require written consent if we need access to your health records or work with a third party when investigating your complaint.
  • We will agree the points of the investigation with you
  • You will receive a full written outcome of the investigation and actions taken.

You can ask a friend or relative to raise a concern or complaint on your behalf. If you do, we will ask you to sign a consent form, giving us permission to disclose your personal information to this person.

Will anything change?

We will always try to ensure that actions, as a result of complaints, feedback or comments do make real changes to health services in the future.

Anonymous stories are used in reporting and monitoring to ensure the experiences of patients and service users are kept at the heart of service development.


Your Ombudsman

We always aim to amicably resolve all complaints we receive and we work collaboratively with the complainant to achieve this aim.

However, if we are unable to resolve matters then you can contact the Parliamentary and Health Service Ombudsman (PHSO) using the details below:

Parliamentary and Health Service Ombudsman,
Millbank Tower,
Millbank,
London,
SW1P 4QP

Tel: 0345 015 4033

Email the Parliamentary and Health Service Ombudsman at phso.enquiries@ombudsman.org.uk


What our PALS team have been working on

Our PALS team produce regular reports which outline what they have been working on, including trends in enquiries and complaints and what action has been taken as a result of patient and public feedback.

Our latest reports

Page last modified: 10 August 2022
Next review due: 10 February 2023