Patient Advice and Liaison Service (PALS)

Want to say thank you to a crew, find out about your treatment or make a complaint?

Our PALS team deals with all patient-related questions and concerns as well as receiving and passing on feedback about the East of England Ambulance Service NHS Trust.
PALS can help in a number of ways. For example:

  • Helping to answer questions about your treatment
  • Providing information and putting you in touch with other health care providers and organisations
  • Receiving comments and suggestions about your experience of using our services and feeding them back so that services can be improved.
  • Providing access to bilingual health advocates and other support services you or your family might need in order to use PALS, eg interpreters or signers
  • Supplying information on patients' rights
  • Passing on your thanks to ambulance staff if you would like to praise them for your treatment
  • Advising on how to access the complaints (Russian Translation Urd Portugese Translation kur Polish Translation) service, if you are unhappy about any aspect of your care or treatment
  • Arranging referral to independent complaints advocacy services that can help to submit formal complaints
The PALS promise

If you contact PALS for assistance or advice, a member of the PALS team will:

  • Contact you in person within 24 hours*
  • See you at a time and place convenient to you
  • Help you to find the best way of resolving your problem or answering your question
  • Deal with your enquiries in confidence and only pass on information to other care agencies with your consent
  • Not access your medical records without your permission
  • Keep you updated on the progress of enquiries and any action we propose to take
  • Use information from patients anonymously to improve services
  • Ask you for feedback on PALS in order to develop the service
  • Use your feedback as a learning opportunity to improve our services

* Monday to Friday, during PALS office hours. For further information, see contact details.

How to contact PALS in your area

The PALS office is open Monday to Friday during normal office hours. The team can arrange for an interpreter's assistance, if required.

Bedfordshire and Hertfordshire
Telephone: 01234 408999 Ext 247
Write: Lynne Pickering, East of England Ambulance Service, Hammond Road, Bedford, MK41 ORG
Email: lpickering@bhamb.nhs.uk

Essex
Telephone: 0800 028 3021
Fax: 01245 444460
Write: PALS, East of England Ambulance Service, Chelmsford Office, Broomfield,
Chelmsford, CM1 7WS.
Email: pals@essexamb.nhs.uk

Norfolk, Suffolk and Cambridgeshire
Telephone: 0800 028 3382
Fax: 01603 422835
Write: PALS, East of England Ambulance Service, Hospital Lane, Hellesdon, Norwich, NR6 5NA
Email: pals@eastamb.nhs.uk

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