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.

  • PALS service update - 14 August 2020

    Due to unexpected absence PALS will be not available on 17 and 18 August 2020. If at all possible, please submit your concern on Wednesday 19 August 2020. We will not be able to respond to emails or telephone inquiries until we reopen on 19 August 2020.

    If you need urgent input please get in touch with your clinical team, your GP, or 111 if you need immediate assistance.

    Please be assured that we value your feedback and take seriously all patient matters, but we are asking anyone who is raising a concern during these two days, or has a concern that we are already looking into, to be aware that it may take us longer than usual to get back to you.

    We apologise for any inconvenience and thank you for your patience and understanding.

  • 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) 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