Patient experience

A positive patient experience
We hope your stay with us will be comfortable and your experience is a positive one. We welcome patient feedback and would like to know your thoughts on our facilities and the standard of care you receive. You can speak to any member of staff to share your observations. Our senior nurses regularly do quality audits so that they can act quickly to resolve any issues or concerns.

No smoking policy
Smoking is not permitted anywhere in the hospital buildings or grounds.

Interpreting and sign language
We can arrange access to interpreters or sign language services for you.

Patient support
Our patient advice and liaison service (PALS) offers help, support, information and advice to patients and their relatives, friends and carers. The PALS team can help answer any questions you have about our hospital services; respond to any problems or concerns; and welcome your suggestions or comments, either positive or negative, about your experience.

PALS offices are located at Charing Cross, Hammersmith and St Mary’s hospitals. You can phone PALS on +44 (0) 20 3313 0088 or +44 (0) 20 3313 3322 (Charing Cross, Hammersmith and Queen Charlotte’s & Chelsea hospitals), or +44 (0) 20 3312 7777 (St Mary’s and Western Eye hospitals), or email pals@imperial.nhs.uk.