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, while 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 or email at uclh.pals@nhs.net. We will respond as soon as we can, within the hours of 09:00 and 16:00, 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 NHS 111.

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.

  • Listen to your concerns, worries, fears and queries about your experience in hospital. Whether you have a compliment, feedback, 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 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.