The Patient Advice and Liaison Service (PALS) – Here to help

The Trust aims to put patients at the heart of everything we do and provide the highest standards of care. We want to hear what you think to help us improve the services we provide. We are keen to hear when things have not gone well so we can learn from your experience. It is also good to hear when things have gone well so that we can build on good practice.

PALS is a confidential service which supports patients, relatives, carers or members of the public to get advice and information about our services and in navigating the NHS.

PALS can help when you have concerns about the treatment and care we provide, when you need advice or don't know where to turn.

PALS provides confidential advice:

  • To help you sort out any problems or issues you may have with a Trust service
  • To enable you to make decisions about your care and treatment

PALS staff have a lot of knowledge and experience in sorting out problems that patients encounter with our services. They work closely with Trust staff to make sure you get the information you need. They aim to resolve concerns quickly, by liaising and working with staff.

Please see the attached leaflet for your area:

Complaints

With your agreement, PALS will always try to resolve any issues you have to your satisfaction by liaising directly with appropriate staff to try to resolve your concerns. However, if you remain dissatisfied PALS can also provide advice and support you to make a formal complaint. PALS staff can give you information about the Trust's complaints procedure and provide support.

You can get more information about the Trust's complaints procedure here.

Please see the attached leaflet for your area:

How to contact PALS in your area

If you receive services in Barnet, City & Hackney, Tower Hamlets, Newham, Redbridge or Richmond, the PALS service can be contacted as follows:

FREEPHONE 0800 783 4839

Email: PALSandComplaints@elft.nhs.uk

By post:
FREEPOST RTKB-ESXB-HYYX,
Trust Headquarters,
9 Alie Street,
London
E1 8DE.

If you receive services in Luton and Bedfordshire, the PALS service can be contacted as follows:

FREEPHONE 0800 0131 223

Email: PALSandComplaints@elft.nhs.uk

By post:
FREEPOST RTKB-ESXB-HYYX, Trust Headquarters,
9 Alie Street,
London
E1 8DE.

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