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PALS - Here To Help

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 that supports patients, relatives, carers or members of the public to get advice and information about our services and in navigating the NHS. Download our PALS leaflet for more information.

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.

How to contact PALS

The PALS team can be contacted as follows FREEPHONE  0800 783 4839 or Email: 

Positive feedback

It is nice to acknowledge when your care and management has gone well. Staff value hearing that their efforts have benefited service users or when their approach has made a difference. So you can contact the PALS department to ask them to give your feedback. We will always pass on your comments.

Complaints & Complaints Policy 

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.

You can download a copy of the Trust's PALS Complaints Policy here.

You can download a copy of a Consent Form here.

You can write to both services using the below address. No stamp needed: 


The Complaints Manager
Complaints Department
Governance and Risk Management
East London NHS Foundation Trust
1st Floor, health E1
9 - 11 Brick Lane
London E1 6PU

What if I am not satisfied with the initial response to my concerns? 
We will always try to find ways to resolve your concerns. However, if you are unhappy with how your complaint has been handled please let us know. We are happy to discuss outstanding issues and review your original complaint again to see if it requires further investigation.  

If we have tried all reasonable means of resolving your concerns and you are still dissatisfied, you can request an independent review by the Parliamentary and Health Service Ombudsman (PHSO).

You can view information on the PHSO website. For the process on how to get independent advice and support outside of the Trust's PALS service.