Patients and visitors
If you have any issues or concerns please contact our patient advice and liaison service (PALS) or complaints team.
Patient advice and liaison service (PALS)
PALS is an independent service available to patients, relatives, carers or visitors. PALS can:
- Listen to your concerns, suggestions or queries
- Help sort out problems quickly on your behalf
- Put you in touch with other sources of help
- Feedback issues to our organisation to improve services and patient experience
- Advise you on how to request copies of medical records
- Email imperial.PALS@nhs.net: use this email address to raise concerns and give feedback on any of our sites or services
- Call or visit one of our PALS offices below:
PALS at Charing Cross, Hammersmith and Queen Charlotte’s & Chelsea hospitals
020 3313 0088, Monday to Friday, 09.30-17.00. An answer phone system operates at busy times and out of hours. Please leave a message with your name and phone number and a member of staff will call you back.
Walk-in PALS office
Ground floor, main hospital entrance, Charing Cross Hospital, Fulham Palace Road, London W6 8RF See hospital map
Monday to Friday, 09.30-17.00
There is no walk in office at Hammersmith or Queen Charlotte’s & Chelsea hospitals, however you can discuss any issues you have at the PALS office in Charing Cross Hospital.
PALS manager, Charing Cross Hospital, Fulham Palace Road, London W6 8RF
PALS at St Mary’s Hospital and the Western Eye Hospital
020 3312 7777, Monday to Friday, 09.00-17.00. An answer phone system operates at busy times and out of hours. Please leave a message with your name and phone number and a member of staff will call you back.
Walk-in PALS office
Ground floor of the Queen Elizabeth the Queen Mother (QEQM) building, St Mary’s Hospital, South Wharf Road, London W2 1NY. See hospital map
Monday to Friday, 09.30-17.00
There is no walk-in PALS office at the Western Eye, however you can discuss any issues you have at the PALS office in St Mary’s Hospital.
PALS manager, Ground Floor, Clarence Wing, St Mary’s Hospital, South Wharf Road, London W2 1NY
If, despite our best efforts, we are not able to resolve your concerns informally with the staff caring for you or via PALS, you have the choice to make a formal complaint.
To make a complaint please email our complaints office at: ICHC-tr.Complaints@nhs.net or send a letter addressed to:
St Mary’s Hospital
London W2 1NY
Please bear in mind:
- If you are contacting us on behalf of a relative or friend, we may need to obtain their consent to carry out an investigation due to patient confidentiality. You can download and complete this patient consent form and scan it or send it by post to us with your complaint.
- If you would like to complain about the care of a person who is deceased, different rules apply. When you contact us to raise a formal complaint, we’ll explain the rules to you.
- Complaints should be made within a year of the events concerned, or the date when you became aware of the problem. If your complaint dates back further than this and there were good reasons why you weren’t able to complain before, please contact us and we will let you know if we can still help you.
- Any complaint you make about your care or the care a relative has received will in no way negatively affect any care you receive from us in the future. We don’t keep any correspondence about your complaint in your health records.
Please remember to include the following information in your written complaint:
- Your, or the patient’s, name and address, email address, contact telephone number, date of birth and, if known, NHS number.
- A list of any specific questions you would like us to address.
- How you believe we can best resolve your complaint for you.
- We will contact you within three working days to acknowledge your complaint and agree with you how it can best be resolved. We aim to answer as many complaints as we can by email or telephone.
- We will do our best to find a resolution to your complaint, which you find acceptable. Sometimes a phone call from the manager in charge of the service area that you are raising a complaint about is enough or you may want an apology. Alternatively, you may prefer a meeting to talk about your concerns or a full investigation and a written response. We will do our best to arrange any of these or other possible solutions for you. We will also agree a realistic individual timescale and give you a named point of contact for any additional enquiries that arise during the investigation process.
- We will try to make the complaints process as simple as possible, and if you have a disability, please tell us and we will do our best to help you and provide you with the information you need.
If you are unhappy with how we have handled your complaint
If you are unhappy with how your complaint has been handled please let us know. We can agree some other ways of dealing with your concerns. For instance, if you’ve had a response by letter we can set up a meeting to talk about the things you are still unhappy about or we can look into your original complaint in more detail or request that a more senior staff member does so.
We will always try to find ways to resolve your concerns. However, if we have tried all reasonable means of resolving your concerns and you are still dissatisfied you can request an independent review by the Ombudsman. Find out about how to contact the Ombudsman.
Access free, independent support and advice about your complaint
The diagram below provides information on how many complaints and PALs requests we have received and investigated during the last month.
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