Patient Advice and Liaison Service (PALS)

What is PALS?

Our Patient Advice and Liaison Service (PALS) is available to provide patients, families and carers with confidential, on-the-spot help and advice.

We can be a port of call for support and also provide important information for patients about services in our hospitals.

We aim to:

  • Resolve problems quickly on your behalf
  • Listen to your concerns, suggestions and queries
  • Act on your comments to improve the patient experience in our hospitals
  • Advise and support patients, their families and carers
  • Supply information about services our hospitals provide.

What should I do if I have a problem or concern?

  • In the first instance, please speak to a member of staff in the ward, clinic or department
  • If you are still concerned, contact PALS on 020 8296 2508 (St Helier) or 01372 735243 (Epsom) to talk through the issue and/or make an appointment to visit the PALS office. Our PALS team will try their best to resolve any issues or complaints raised with them. All PALS issues or complaints are dealt with by senior staff.

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

Please note: a complaint being handled by PALS has the option to go to the Ombudsman if we have failed to resolve this to the complainant’s satisfaction on completion of the local resolution process.

How to contact PALS

St Helier Hospital 

PALS is located in the Patient Information Centre on the ground floor between blocks A and B, next to The League of Friends' shop.
Tel: 020 8296 2508
Email: est-tr.PALS@nhs.net
Monday – Friday, 10am – 4pm

Epsom Hospital

PALS is located on the ground floor of block A (Headley Wing entrance), next to pre-operative assessment.
Tel: 01372 735243
Email: est-tr.PALS@nhs.net
Monday – Friday, 10am – 4pm


We may not always be available to answer your call, as we are often called onto the wards or may be meeting with patients and their families. If you leave a message on our answer phone, we will return your call within two working days (Monday - Friday, 10am - 4pm).

At other times please ask to speak to a senior member of staff in the relevant area. If your call is outside of PALS office hours, is urgent and relates to an inpatient please call 020 8296 2000 and ask to speak to the Clinical Site Manager.

If you want to write to us:

PALS

Epsom and St Helier University Hospitals NHS Trust
Wrythe Lane
Carshalton SM5 1AA

Email: est-tr.PALS@nhs.net.

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Patient Advice and Liaison Service (PALS)

St Helier Hospital 

Tel: 020 8296 2508
Monday - Friday, 10am – 4pm

Epsom Hospital
Tel: 01372 735243
Monday - Friday, 10am – 4pm

Email
est-tr.PALS@nhs.net

Textphone (via Text Relay):
08001 020 8296 2508

SMS text:
07975 232021 (deaf, hard of hearing and hearing impaired only)

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