How to complain about your hospital
A hospital provides accident and emergency care, medical and surgical procedures, clinics, same-day care, and also teaches/trains medical staff.
Firstly, speak to a member of staff involved with the care
It is best to first speak with a member of staff involved with the care.
This means that concerns you have may be sorted quickly and easily.
If you find that staff cannot help you, or you are not comfortable speaking with them you may want to make a formal complaint.
Contact the Patient Advice and Liaison Service (PALS) at your hospital
Contact the Patient Advice and Liaison Service (PALS) at your hospital to resolve your issue or to find out how to make a formal complaint
PALS is a confidential service designed to provide advice and support for patients, relatives, and carers.
James Paget University Hospital PALS
Phone – 01493 453240
Email – [email protected]
Write: PALS and Complaints Team, James Paget University Hospitals Foundation Trust, Lowestoft Road, Gorleston, Great Yarmouth, Norfolk, NR31 6LA
Online – Visit their webform here
James Paget University Hospital PALS website
Norfolk and Norwich University Hospital PALS
Phone – 01603 289036
Email – [email protected]
Write: The PALS and Complaints Manager, Norfolk and Norwich University Hospital, Colney Lane, Norwich, NR4 7UY
Norfolk and Norwich University Hospital PALS website
The Queen Elizabeth Hospital PALS
Phone – 01553 613351 or 01553 613343
Email – [email protected]
Queen Elizabeth Hospital PALS website
The Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman are the final stage of unresolved complaints in the NHS. Only contact them once you have received your final response to your formal complaint.
You can contact them by:
Phone – 0345 015 4033
Online – Visiting their website here.
Please note: as of September 2022 the Parliamentary and Health Service Ombudsman have changed the way they handle complaints about the NHS. In most cases they will now only look into more serious cases. To find out more about this please visit their website: www.ombudsman.org.uk/service-update.
