Patient Advice and Liaison Service (PALS)
PALS is not an emergency service
If you have concerns about your health, please contact your GP or NHS 111.
In the event of an emergency, please dial 999.
What we do
PALS is a free and confidential service for patients, their relatives, carers and friends. We are committed to supporting you by providing a high-quality service in a friendly, welcoming and professional environment.
We understand that, at times, things may not go as expected. When this happens, PALS is here to listen to your concerns and help find a resolution wherever possible.
If you, or someone acting on your behalf, have questions or are unhappy with the care you have received, we encourage you in the first instance to speak directly with the staff involved in your treatment or care. Many concerns can be addressed quickly and resolved at this stage.
However, if you feel unable to raise your concerns with ward or departmental staff, or if you are unsure who to speak to, you can contact PALS for support and guidance.
We are here to
- Listen to your comments, compliments and suggestions about our services.
- Provide confidential advice and support to help resolve concerns as they arise.
- Liaise with staff, clinics and wards on your behalf.
- Offer information and guidance on how to raise a complaint.
Who can use us?
PALS is available to patients, relatives, carers and visitors.
Patients may ask a friend or relative to speak on their behalf. However, we must have the patient's permission before we can discuss any personal information with another person.
How do we work?
PALS is a non-clinical point of contact within the hospital for patients, relatives, carers and visitors who require advice or assistance in relation to services provided by our Trust.
We are here to provide information in response to your queries and to help ensure that any concerns or problems are addressed as quickly as possible by the appropriate department or service within our hospitals.
We aim to resolve concerns within ten working days. However, some issues may take longer to fully address. In some cases, the PALS team may forward your concerns or questions to the relevant department and ask them to contact you directly.
Please note
- PALS cannot provide medical advice or clinical information and cannot influence or expedite treatment.
- PALS services are not available on weekends or bank holidays. Any emails, messages or online form submissions received during this time will be reviewed on the next working day, and we will contact you as soon as possible.
- Raising a concern will not affect the care or treatment that you, or the person you care for, receives. Feedback, concerns and compliments are used to help improve the services we provide.
- When contacting the team, please ensure you have the patient's name, date of birth and hospital number (if known). If you are contacting us on behalf of a patient, we will require their consent before discussing the matter with you.
- GP services and dental services should be raised directly with your practice.
- PALS cannot investigate concerns relating to the Urgent Care Centres at Queen's Hospital or King George Hospital, which are run by PELC.
PELC contact details
Telephone: 020 8911 1130
Email: pelc.feedback@nhs.net
Often, questions, problems and concerns can be resolved quickly. We want you to feel confident about raising any issues so that we can put things right promptly and ensure you feel reassured and confident in the care you are receiving.
Contact us
Online
Raise your query or concern using our online PALS form.
By telephone
Monday to Friday, 9am to 12 noon and 2pm to 5pm.
Queen's Hospital
01708 435 454
King George Hospital
020 8970 8234
During busy periods, the team may not be able to answer your call straight away. If this happens, please try again later.
Visit us
Walk-in visitors are welcome at both offices between 10am and 12 noon, and 2pm and 4pm, where a PALS Officer is available to speak with you in person.
If we cannot resolve your concern
PALS will aim to resolve your concerns without the need for you to make a formal complaint.
However, if you remain unhappy after contacting PALS, you have the right to make a formal complaint. Using PALS does not prevent you from pursuing a formal complaint if your concerns are not resolved or if you have further issues.
For information about making a complaint, please visit our Complaints page.