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 in the coming months. 

This is likely to be a particular problem in areas of the hospital where current demand is higher, e.g. the emergency department, intensive care unit (ICU) and respiratory medicine, because staff in those areas are required to prioritise their time caring for patients.  This will mean that less time is available to provide help and information in response to concerns and queries.

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.

The PALS are not offering a face-to-face service at this time and access to our telephones is very limited.  The best way to contact us at this time is via e-mail.

If you are able to postpone submitting your concern until after this situation has stabilised, it would be much appreciated by all, but especially our clinical and nursing staff.

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, the patient advice and liaison service (PALS) offers support, information and assistance to patients, relatives and visitors about medical services and hospital care. Find out how PALS can help you.

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 online

You can get in touch with the PALS teams at any of our hospitals via our online form.

Contact us by telephone

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

  • Barnet Hospital PALS: 020 8216 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 opportunitieswork experience, references or invoices and will not be able to assist in these matters.

The PALS team at Barnet Hospital

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

It is open Monday to Friday, from 10am-4pm. You can contact PALS using the details below:

Tel: 020 8216 4924 
Write to us: patient advice and liaison service (PALS), Barnet Hospital,  Wellhouse Lane, Barnet EN5 3DJ
Visit us: We are open for visitors Monday to Friday, 10am-4pm. You will find us on the ground floor of Barnet Hospital, near the main entrance.

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 in the hospital’s main reception. 

The service is open from 10am to 4pm, Monday to Friday, except Wednesday, when the service is open from 10.30am to 4pm. 

7 August, 11 August, 14 August – closed

You can contact the team using the following details: 

Tel: 020 7472 6446/6447; (020 7472 6445 - 24 hour answer phone)
Fax: 020 7472 6463
SMS: 447860023323 (Deaf, hard of hearing and hearing impaired patients only)

Please note:  Change in hours at the Royal Free Hospital from 7 August to 16 August 

7 August, 11 August, 14 August – closed

From 7 August – 17 August phones will only be manned between the hours below:

10–12pm and 2-4:30pm

Download our leaflet to find out more about our service.

Support to make a complaint about our medical services

If you are staying with us, or visiting someone who is, the best person to talk to is the nurse in charge or the matron of the ward. If you are visiting a hospital clinic, you can ask reception to put you in touch with the member of staff you need to talk to. Alternatively you can use our online feedback forms (see below).

If you are dissatisfied with the service you have received at any of our hospitals, our complaints team will also be happy to help you. Find out how to make a complaint.

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

  • VoiceAbility works across England with people who are vulnerable or marginalised to raise their voices and have their rights respected.
  • NHS Complaints Advocacy United House, 39-41 North Road, London N7 9DP and
  • POhWER provides advocacy service for patients resident in Hertford shire, Bedfordshire and Luton.
  • NHS Complaints Advocate Head Office Hertlands House Primett Road, Stevenage, SG1 3EE Tel: 0300 456 2370 Fax: 0300 456 2365 Minicom: 0300 456 2364 Website: Email: