Royal Free London NHS Foundation Trust
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Patient Advice and Liaison Service (PALS)

On the spot advice

Our hospitals and the NHS in general, are large, complex organisations, which can be confusing. We want your experience to be as trouble free and as satisfactory as possible, and PALS is a first contact point for your questions, concerns and suggestions about our services.

Should your relatives/carers/friends wish to raise concerns on your behalf, we would need to have your written consent. This is to protect patient confidentiality

The PALS team

  • answers questions on getting to the hospital
  • guides patients, their carers and relatives through the different services available at our hopsitals
  • helps disabled users who are experiencing problems accessing the trust’s hospital services
  • offers on the spot advice and information if you have queries or have experienced difficulties
  • listens to your concerns and help you to find ways to resolve them
  • takes note of what you tell us to help improve the service we offer to patients
  • deals with your problems in confidence
  • gives advice about the complaints process
  • arranges interpreters for patients where necessary

PALS aim

The service aims to:

  • contact you within two working days of your approach to our service
  • help you to resolve your problem on the ward or in the clinic
  • talk to staff on your behalf
  • refer you to outside advocacy services should you need them.

PALS will endeavour to have a sensible regard for our users’ rights, dignity and cultural values. We will ensure that the quality of service provided to our users is not affected by their gender, sexual orientation, disability, religion, race, ethnicity, age or national origin.

View or download the PALS annual reports:

How to contact us

Complete the online form.

Location: PALS is located on the ground floor, in the hospital's main reception.

Opening times: Monday to Friday 10am - 4pm.

Telephone: 020 7472 6446 / 6447; (020 7472 6445 - 24 hour answer phone)

Fax : 020 7472 6463

SMS / Text number: 447860023323 (for use by D/deaf, hard of hearing and hearing impaired patients only)

NHS England is developing a new service with a working title of Care Connect. The service will be an integrated customer service platform, which will allow the public to flag an issue that needs resolving, ask a question and provide feedback on their experiences of NHS services.

The Care Connect model is currently being piloted in 17 London hospitals, including the Royal Free. You can make contact with Care Connect via the existing NHS Choices and My Healthcare London websites. Our PALS team will automatically get alerted to the feedback provided and will look into the matter for you.

For more information visit:

Any email sent to us will be dealt with in accordance with data protection legislation. Emails are not encrypted before being sent to us and, as the Internet is not totally secure, users are sending the information at their own risk.

Interpreting services: 020 7472 6592

page last reviewed: 23 October 2013