Patient Advice and Liaison Service (PALS)

What is PALS?

The Patient Advice and Liaison Service (PALS) provides impartial advice and assistance in answering questions and resolving concerns that patients, their relatives, friends and carers might have accessing the NHS services provided by UCLH.

The PALS service is also a point of contact for all those coming to the hospital to get advice and information about our services.

How can PALS help you?

Your first port of call is usually with your care team. If you have been unable to speak with your care team, we can help you with your concerns or queries.

The PALS team are here to help you.

You will be able to speak to a member of the PALS team in complete confidence to explain your problem.

You may also wish to give feedback or compliments which we can pass on to our hospital services.

What can PALS do to help?

• Listen to your concerns, worries, fears and queries about your experience in hospital. We aim to help resolve problems on your behalf.
• Talk to hospital staff on your behalf to help solve a problem, with your permission.
• Arrange for you to speak with the members of staff who are responsible for your care.
• Where appropriate liaise with other organisations on your behalf, e.g. another hospital or your GP.
• Pass your comments on improving our hospital services, and compliments when things have worked well, to the relevant management teams.
• Provide information on other services, e.g. Advocacy, complaints.

How do I contact PALS?

You can contact the Patient Advice and Liaison Service (PALS) in the following ways:

• In person – Visit us at the PALS Office (see address below) within the hours of 09:00 and 16:00, Monday to Friday (excluding bank holidays).
• Telephone 020 3447 3042 if the line is busy please leave a message and we will return your call.
• Email UCLH PALS at uclh.pals@nhs.net
• Video appointments – these can be arranged on request
• Face-to-face appointments – can be arranged on request.

UCLH PALS Office University College Hospital
Ground Floor Atrium
235 Euston Road
London NW1 2BU

PALS at University College London Hospitals NHS Foundation Trust

• UCH Grafton Way Building
  1 Grafton Way London WC1E 6AS
• Hospital for Tropical Diseases
  Mortimer Market, Capper Street London WC1E 6JB
• National Hospital for Neurology and Neurosurgery
  Queen Square London WC1N 3BG
• Royal National Ear, Nose and Throat and Eastman Dental Hospital
  47–49 Huntley Street London WC1E 6DG
• The Royal London Hospital for Integrated Medicine
  60 Great Ormond Street London WC1N 3HR
• UCL @ Westmoreland Street
  16–18 Westmoreland Street London WC1X 8DA
• University College Hospital
  235 Euston Road London NW1 2BU