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Trust Patient Advice and Liaison Service (PALS) and complaints teams come together

22 September 2020

Our Patient Advice and Liaison Service (PALS) and Complaints teams have now come together to form one team, available at both hospitals to provide a seamless service for our patients and their representatives.

Our Patient Advice and Liaison Service (PALS) and Complaints teams have now come together to form one team, available at both hospitals to provide a seamless service for our patients and their representatives. The team is adept at supporting patients and their carers to navigate the hospital and our services. They are also highly skilled in liaising between the patient and department to resolve any matters swiftly if they arise.

The PALS team can:

  • Actively listen and respond to concerns, suggestions or queries to help make your experience as easy as possible
  • Provide information on NHS services
  • Offer advice on the complaints service and provide information on how to seek independent advice if you wish to make a complaint
  • Support you through an anxious time as a patient, relative, friend or visitor
  • Feed back your views to the Chief Executive and Trust Board
  • Help the organisation learn from your experiences and comments

If you decide to make a complaint

You have the right to make a complaint about any aspect of care provided by our Trust. Many people find it useful to discuss concerns straight away with the ward or department, or with one of our PALS advisors. However, you do not need to have previously done this in order to make a formal complaint.

If you do decide to make a complaint, this should normally be no more than 12 months after the event you are complaining about.

Learn more

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Please note: The Lakeside Mental Health Unit is run by West London Mental Health Trust—for media enquiries relating to the unit please call 020 8354 8737.