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Help in a crisis
Patient Advice and Liaison Service (PALS)

PALS are currently running a limited service, which may result in a delay in responding your enquiry. 

If you have concerns or need help in a crisis, please follow the guidance on the help in a crisis page on the website and if you’re an NSFT service user, please continue to make contact with your care team for support.

At PALS we're here to help when you need advice, have concerns or are not sure who to turn to for help. As a service user, relative or carer you may sometimes need advice, support or information. This is where PALS can help. Our staff provide confidential advice, information and support, helping to answer any questions you may have about our services or any mental health matters. We can also let you know which other services might be helpful to you.    

At PALS we:

  • Offer a confidential service

  • Advise and support service users, families and other carers

  • Help sort out problems on behalf of the caller

  • Give out information about the NHS and other services

  • Provide information and leaflets on a wide range of topics related to mental health

  • Attend events to promote mental health information in the community

Our staff act independently when dealing with service user and carer concerns on an informal basis. Where necessary we will seek the individual's consent if we need to liaise with Trust staff or other organisations. Our staff also put service users in contact with mental health advocacy services to ensure that they receive appropriate support when needed.

If you would like to make a Formal Complaint, please contact the Complaints Team on the following:


Further information is available on our Complaints and Compliments page.

Resource rooms

We have PALS resource rooms with leaflets and other health information at the following hospital sites:

  • Northgate Hospital, Great Yarmouth
  • Julian Hospital, Norwich – Hammerton Court


How to contact us

We deal with enquiries by email, telephone, and also in person by prior appointment.

Email:
pals@nsft.nhs.uk​​

Phone:
PALS Office: 01603 421191 or BT Freephone: 0800 279 7257.
Calls from mobiles and other providers may be charged.
Opening hours vary - if you need urgent help, see the help in a crisis page.

You can leave a message on our PALS 24-hour voicemail service which we aim to respond to as soon as possible.

Postal address:
PALS Office
Hellesdon Hospital
Drayton High Road
Norwich
NR6 5BE

INTRAN translation services
The Trust uses INTRAN translation services. If you are unsure how to contact INTRAN for translation services, or require a Trust leaflet to be translated into another language, please contact PALS for further information and guidance.

You can also visit www.intran.org to find out more. ​​

If you would like to access your mental health records please follow this link to our Information Rights Team:

Follow this link if you need help in a crisis.