Patient advice and liaison service (PALS) 

The Patient Advice and Liaison Service (PALS) at UCLH was one of the first to be established. Now every Trust in the country has a service like this.

  • What is PALS?

    We know hospitals are large, complex organisations which can be confusing at times.

    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.

  • How can PALS help me?

    If you have a concern that has not been adequately answered or resolved by staff, or a query that you would not feel comfortable speaking to staff about, the PALS team can help you.
  • What can PALS do?

    • Listen to your concerns, worries, fears and queries about your experience in hospital and to help resolve problems quickly on your behalf.
    • Arrange for you to meet the members of staff who are responsible for your care.
    • Where appropriate liaise with other organisations on your behalf, e.g another trust, GP etc.
    • Pass on your comments and suggestions on improving our hospital services to the relevant management.
    • If we are unable to resolve your concerns we can provide you with information about the Trusts formal complaints process and should you require assistance in making a complaint, we can provided you information on the independent complaints advocacy service