Patient Advice and Liaison Service (PALS)

What we do

PALS is a free and confidential service for patients, their relatives, carers, and friends.

Here at Barking, Havering and Redbridge University Hospitals NHS Trust, we are committed to providing the very best quality care in a friendly, pleasant and professional environment. Sometimes, however, things go wrong and should that happen PALS aim to help with any concerns you may have.

  • We are here to listen to your comments, compliments and suggestions about our services
  • We provide confidential advice and support to resolve problems as they arise
  • We liaise with staff, clinics and wards on your behalf
  • We offer information on how to raise a complaint

Raising a concern will not affect the care or treatment that you, or the cared for person receives. Concerns, feedback, and compliments received are used to improve the hospital services we provide.

Who can use us?

PALS can be used by patients, relatives, carers and visitors. Patients can ask a friend or relative to speak on their behalf, but we must have permission of the patient before we can discuss any personal circumstances with anyone else.

How do we work?

If you are unhappy about something, it is best to talk to someone close to the problem first: the sister/matron on a ward, the department manager, or the doctor you are seeing. If you have tried this and you are still not happy, or you want to talk to someone who is not involved in your care, then you can contact PALS, we will try to help get things resolved for you.

We are not able to provide clinical advice. PALS aim to resolve your problem/issue within ten working days, but some things may take longer for us to deal with. We will keep you informed of the progress.

Make a formal complaint

PALS will try to resolve your concerns without the need for you to make a formal complaint. However PALS does not replace the Trust’s formal complaints procedure. If you remain unhappy after contacting PALS and you wish to make a formal complaint, then PALS can provide information on how you do this. Alternatively, you can contact our formal complaints department directly via telephone on 01708 435 032 or email: bhrut.complaints@nhs.net. You can also make a complaint online.

The complaints team can be contacted Monday to Friday, 9am – 5pm. Using PALS does not mean you cannot make a formal complaint if you remain unhappy or have further concerns.

Contact us

Queen’s Hospital
Main Atrium (opposite information desk)
Rom Valley Way
Romford
Essex
RM7 0AG

Telephone:  01708 435 454.

King George Hospital
Barley Lane
Goodmayes
Essex
IG3 8YB

Telephone: 0208 970 8234.

24hr freephone answerphone: 0800 389 8324.

Telephone service: Monday – Friday, 9am – 5pm.

Email: bhrut.pals@nhs.net.

Walk-in-service:  Monday – Friday 9am – 4.30pm.