Patient Advice and Liaison Service (PALS)

What is PALS?

The PALS team are here to provide patients, families and carers with confidential, on-the-spot help and advice.

We can be a first port of call for support and also provide important information for patients about services within the Trust.

What we aim to do

• Sort out problems quickly on your behalf

• Listen to your concerns, suggestions and queries

• Act on your comments to improve the patient experience in hospital

• Advise and support patients, their families and carers

• Supply information on Trust services

How do I contact PALS if I have a concern about my healthcare?

1. Please speak to any member of health or social care staff straight away.

2. Contact the PALS worker on 020 8296 2508 to talk through the issue and/or make an appointment to visit the PALS office.

3. PALS will try its best to resolve any issues or complaints raised with them.

4. All PALS issues or complaints are dealt with by senior staff.

5. However, if you still wish to make a complaint to the Trust you can write to:

   The Chief Executive
   St Helier Hospital
   Wrythe Lane
   Carshalton SM5 1AA
6. A complaint being handled by PALS has the option to go the Ombudsman if we have failed to resolve this to the complainants satisfaction on completion of the local resolution process.