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.

  • COVID-19 PALS service information update.

    PALS are currently unable to receive visitors to our offices and services may change.

    We would like to take this opportunity to apologise for any inconvenience this causes and appreciate your continued support and understanding. 

    We aim to continue to provide support and a high level of service to patients, whilst also supporting our staff. Should you wish to make an enquiry or discuss a concern then please contact us by phone on 0203 447 3042, and email at We will respond as soon as we can, within the hours of 9-4, Monday-Friday. If you are unable to contact us yourself please could you provide consent for a family member or friend to act on your behalf.

    Please note PALS is not an emergency service. If you have concerns regarding your medical health, please contact your GP or 111.

  • What is PALS?

    We know hospitals are large, complex organisations which can be confusing at times.The Patient Advice and Liaison Service (PALS) is a patient friendly, easy to access service providing impartial advice, information and assistance in resolving queries and concerns that patients, their relatives, friends and carers might have accessing the NHS services provided by UCLH.
  • How can PALS help me?

    • Listen to your concerns, worries, fears and queries about your experience in hospital.Whether you have a compliment, comments and suggestions or concern that you have not been able to sort out on the ward or in a department, we can help you to resolve it.
    • We can help you to resolve concerns informally by talking with staff and senior managers on your behalf. 
    • We will take note of what you say to help us to improve the service our hospitals offer to patients. We can receive and report patient feedback.
    • Help you navigate the Trust systems and services, providing information and advice
    • Assist service users with disability or with multiple service involvement, who are experiencing problems accessing the Trust’s hospital services.
    • Supporting patients with learning disabilities and their carers.
    • We can advise you on referral to outside advocacy services should you need them. 
    • Give advice on the complaints process and details on how to make a complaint
    • We will do everything we can to help, but please be aware we are not an emergency service.

    If you have a medical emergency or require urgent advice for symptoms, we would advise you to call NHS 111.