Patient advice and liaison service (PALS)

The impact of Coronovirus (COVID-19) on PALS

We have been monitoring the development of coronavirus (COVID-19) and its impact on our work here at the Royal Free London NHS Foundation Trust. This is a time of exceptional demand on NHS staff, and it is inevitable that there will be an impact on our capacity to respond to concerns and queries at the moment. 

Please be assured that we value your feedback but we are asking anyone who is raising a concern, 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.

PALS are not offering a face-to-face service at this time but remain open as normal. However, we are working remotely and are accessible via email and telephone.   

Thank you for your support and patience.


At the Royal Free London NHS Foundation Trust, we are fully committed to providing a high quality patient experience. 

To help us achieve that aim, PALS offers support, information and assistance to patients, relatives and visitors about medical services and hospital care within the royal free london nhs trust.  

Please be aware that the PALS team will need to access the hospital’s appointment system, your medical records and liaise with other departments in order to be able to help you with your enquiry.

Contact us by telephone

If you wish to speak to someone on the telephone, please use the numbers below:

Barnet Hospital PALS: 

  • Tel: Monday – Friday 9am – 4pm 0208 216 4924 
  • Chase Farm Hospital PALS: 020 8375 1328
  • Royal Free Hospital PALS: 020 7472 6446 or 020 7472 6447

Please note: PALS DO NOT deal with requests for volunteer opportunities, work experience, references , invoices, job applications as well as promotional and advertising material and will not be able to assist in these matters or respond. 

The PALS team at Barnet Hospital

The patient advice and liaison service is based on the ground floor of Barnet Hospital, near the main entrance. 

The walk-in service is normally open Monday to Friday, from 10am-4pm. However, due to the current Covid-19 situation the walk-in service is suspended temporarily.  You can contact PALS using the details below:

Tel: 07929 790604/07929 790603 – Mondays (9:30 am – 4.00 pm)

Tel: 0208 216 4924 Tues – Fri (9:00 am – 4:00 pm)
Write to us: patient advice and liaison service (PALS), Barnet Hospital,  Wellhouse Lane, Barnet EN5 3DJ

The PALS team at Chase Farm Hospital 

The Patient Advice and Liaison Service is provided by the Patient Experience Team and is available from Monday to Friday between 10am and 4pm.  The Patient Experience Team can be contacted using the following methods:

Tel: 020 8375 1328

Should you wish to speak to a member of the Team whilst at the hospital please ask a member of staff to call the Patient Experience Team on ext: 51328.  A member of the team will arrange to meet with you.

The PALS team at the Royal Free Hospital

The patient advice and liaison service for the Royal Free Hospital within the hospital’s main reception. 

The walk-in service is normally open Monday to Friday, from 10am-4pm. However, due to the current Covid-19 situation the walk-in service is suspended temporarily.  You can contact PALS using the details below:

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

SMS: 447860023323 

Download our leaflet to find out more about our service.

If you are dissatisfied with the service you have received at any of our hospitals, you can speak directly to the ward or clinic staff. However, if you feel uncomfortable in doing so or are unable to do so then the PALS service will endeavour to assist you. 

What can PALS do:

  • If you have a problem with a ward or clinic or member of staff, PALS can talk to them on your behalf to help find a possible resolution.
  • PALS can help with general enquiries about the hospital and its services 
  • If you have any ideas about how we can make things better, PALS can feed back to the relevant area and let you know the outcome.
  • If you still remain unhappy after your discussions to resolve your concerns, you can make a complaint with our complaints team who will be happy to help you.  You are of course free to decide who you want to contact initially in order to resolve your concerns. PALS is a less formal route for more immediate issues and the service aims to respond in a more informal way within 15 working days.
  • If the concern you bring to us is about another trust we will contact the relevant trust so that they help you, or we will give you the information you need to contact the correct trust.
  • Take details of praise and compliments you wish to pass on in relation to the care and treatment you have received.

What we cannot do: 

  • We cannot offer a counselling service 
  • We are unable to give you detailed medical information or a medical diagnosis 
  • We are unable to change or affect a medical decision that has been made 
  • We are unable to book/change any appointments

The complaints route is a formal process involving a more lengthy investigation where the timeframe for a response is 35 working days. 

The timeframes for both pals and complaints processes and responses can vary dependant on the nature of the concern/complaint raised. 

 Find out how to make a complaint.

If you would like independent advice and support, the advocacy services below are available:

London Independent Health Complaints Advocacy Service 

For patients of the Royal Free Hospital and Chase Farm Hospital, free, independent and confidential support is available from the London Independent Health Complaints Adovcacy Service. Advocates will give you the individual support and assistance you need to make your complaint.


Telephone ( charged at local rate ) : 0203 553 5960

Minicom: 0300 456 2364

Text – send the word “pohwer” with your name and number to 81025


Post: London IHCAS Advocacy Hub,

POHWER, Hertlands House, Primett Road

Stevenage, Hertfordshire, SG1 3EE


For patients of Barnet Hospital, free confidential help and support to make a complaint is available from VoiceAbility, independent complaints advocacy service.


Telephone: 0300 303 1660


 Post: VoiceAbility,

Unit 1, The Old Granary,

Westwick, Oakington, Cambridge, CB24 3AR