PALS is a confidential service providing support and information to patients, relatives and visitors
Our team can support if your query or feedback applies to one of our hospitals
Imperial College Healthcare NHS Trust consists of the following five London hospitals. :
- Hammersmith Hospital, Acton
- Queen Charlotte’s & Chelsea Hospital, Acton
- St Mary’s Hospital, Paddington
- Western Eye Hospital, Marylebone
- Charing Cross Hospital, Hammersmith
We can help with the following:
- Listen to your concerns, suggestions or queries related to experiences in our hospitals
- Provide information about our services
- Resolve any problems quickly and informally on your behalf
- Feedback your views so we can continue improving services and patient experience
- Where appropriate, refer you to other sources of help
There are several ways you can contact the Imperial College Healthcare NHS Trust PALS team
- You can contact PALS in your preferred language.
- You can also complete the PALS form or send email in your preferred language if it's easier and we will translate it and get back to you. Don't forget to include your phone number and preferred language and we will use an interpreter to contact you.
Complete a PALS form
COMPLETE A PALS FORM – use this form to request assistance, raise a concern or give feedback. If you would like a response from PALS, please provide your preferred contact details.
Email imperial.PALS@nhs.net – please provide as many details as possible, including which of our five London hospitals your request applies to
Contact PALS
Patients and visitors of Imperial College Healthcare NHS Trust can call 020 3312 7777. Opening times are 10.00 to 16.00, Monday to Friday (excluding bank holidays).
Post:
PALS Manager
Ground floor, Clarence building
St Mary’s Hospital
Praed Street
London
W2 1NY
Making a formal complaint
If your concerns are not resolved informally, you can make a formal complaint.
Other useful links:
Our annual report
Our complaints department has begun to publish quarterly reports detailing service improvements we have made as a result of your feedback.
Access free, independent support and advice about making an NHS complaint
There are various advocacy services who can support with making a complaint about NHS care or treatment. Below are links to three independent organisations who cover most London boroughs.