What is PALS? 

Patient Advice and Liaison Service (PALS) 

PALS is a free and confidential NHS service that provides advice, support and information about health related matters.  

PALS supports patients, parents, carers and families who may have questions, concerns or issues about NHS services. They offer a point of contact when you are unsure who to speak to or how to resolve a problem. 

PALS services are usually based within your local hospital. 

How can PALS help? 

PALS can help by: 

  • answering questions about health services 

  • listening to concerns about NHS care and helping to resolve issues informally 

  • supporting you if you are experiencing difficulties when using NHS services 

  • explaining how you can be more involved in decisions about healthcare 

For families of children and young people with SEND, PALS may be particularly helpful if your concern relates to health services such as hospital care, therapy services, or medical appointments. 

What information can PALS provide? 

PALS can give information about: 

  • how the NHS works 

  • the NHS complaints procedure, including how to access independent support if you want to make a complaint 

  • support groups and organisations outside the NHS  

PALS also helps improve NHS services by feeding back concerns and suggestions from patients and families. 

How do I contact my nearest PALS? 

You can find details of your nearest PALS service on the NHS website. 

You can also: 

  • ask your GP surgery 

  • ask at your hospital 

  • call NHS 111 for information about your local PALS service 

How SENDIASS and PALS work together 

Norfolk SENDIASS provides impartial information, advice and support about special educational needs and disabilities (SEND) for children and young people aged 0–25 and their parents or carers. 

If your question or concern is about: 

  • education, EHC plans, or SEND processes → SENDIASS can help 

  • health services or NHS care → PALS may be the right service 

SENDIASS can also help you understand who to contact and what support is available, including signposting you to PALS where appropriate.