If you need support, information or advice, our patient experience teams are here to help. They provide a confidential service to patients, families and carers.

You can also talk to our patient experience teams if you have any compliments, comments, concerns or complaints about the service you have received from us.

They can help you in many ways. For example, they can:

  • help you with health related questions
  • tell you how to get more involved in your own healthcare
  • provide information on any of our services
  • signpost you to other organisations who might be able to help you
  • listen to your concerns and suggestions and take action
  • share your compliments with the right people
  • help to sort out problems quickly on your behalf
  • advise you on how to make a formal complaint
  • help you to seek independent advise about a complaint
Cumberland Infirmary

Patient Advice and Liaison Service (PALS)
Monday to Friday, 10am to 3pm

You can visit them in person or:

  • call 01228 814008
  • email palscic@ncic.nhs.uk
  • write to PALS, Cumberland Infirmary, Newtown Road, Carlisle, CA2 7HY

West Cumberland Hospital

Patient Advice and Liaison Service (PALS)
Monday to Friday, 10am to 3pm

You can:

  • call 01946 523818
  • email palswch@ncic.nhs.uk
  • write to PALS, West Cumberland Hospital, Whitehaven, CA28 8JG

Sometimes our PALS Officers are not available during these times due to appointments. If you’d like to make an appointment, you can do so by email or by leaving a message on their answering machine. When leaving a message, always include your name and phone number so they can return your call.


Patient Experience Team (PET)

PET can help you if you need to talk to someone about any of our community hospitals, clinics and community-based services. Their office is open Monday to Friday, 9am to 5pm.

You can contact them by:

  • text 07827 312699
  • email petcpt@ncic.nhs.uk
  • freephone 08006 335547
  • landline 01228 608257
  • writing to PET, The Coppice, Carleton Clinic, Cumwhinton Drive, Carlisle, CA1 3SX

Sometimes our PET Officers are not available during these times due to appointments. If you’d like to make an appointment, you can do so by email or by leaving a message on their answering machine.

When leaving a message, always include your name and phone number so they can return your call.