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Patient Advice and Liaison Service (PALS)

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Main Address

  • PALS Office
    The Whittington Hospital
    Magdala Avenue
    London
  • N19 5NF
  • 020 7288 5551
PALS is the Patient Advice and Liaison Service. PALS is a non-clinical point of contact within the hospital for patients, relatives, carers, and friends requiring advice or assistance in relation to services provided by Whittington Health NHS Trust. PALS is not an emergency service, therefore, if you have a medical emergency, please contact your GP, call 111 or 999 to seek medical advice.
If you have a concern about the care, you or a relative or friend is receiving you should talk to the doctor who is caring for you, the nurse in charge or a member of the nursing team or the manager of the department. You can also complete the form below. However, if you would prefer to discuss your concern with someone independent of your care team then you can contact our Patient Liaison and Advice Service (PALS).
 
 

What does PALS offer?

  • Advice for you and your family.
  • PALS can help sort out queries on your behalf, by arranging for the appropriate staff to contact you.
  • Advice on how to make a complaint.
  • Referral to independent advocacy services who provide free and confidential advocacy when raising a complaint.
  • Take feedback on our services ensuring that all information received is shared with the wider Patient Experience team and used to improve patient care in the future.
  • Take details of praise and compliments you wish to pass on in relation to the care and treatment you have received.
 
 

What are PALS unable to help with?

  • PALS cannot give medical advice or information.
  • PALS are unable to discuss a medical diagnosis
  • PALS cannot influence or bring forward treatment or appointments.
  • PALS are unable to alter decisions made regarding care, treatment, or discharge plans.
  • PALS cannot offer a counselling service.
  • PALS are unable to help with queries relating to primary care providers, such as your GP, pharmacist or optician, or Mental Health Services. However, they can signpost you to the right PALS team who can help.
  • PALS are unable to provide copies of a patient’s medical records. Please head to our Subject Access Requests page for information on how to request copies of medical records.  If you have any questions about medical records, you can also email the Access to Health Records team.


Contacting PALS

The service is based on the left in the main entrance to the hospital and is open Monday to Friday 9.30am – 4.30pm, excluding Bank holidays and weekends.

Email: whh-tr.PALS@nhs.net
Tel: 0207 288 5551
 
We offer a message system, so please leave a brief message outlining your concern with your name, date of birth and contact number and we will endeavour to call you return your call within 2 working days.
 
Click here for PALS leaflet “making complaint, concerns, compliment & comments”.
 

Further Information

Please feel free to call, write or come and talk to us:
 
PALS & Complaints
Whittington Health NHS Trust
Magdala Avenue
London N19 5NF
Monday - Friday 09:30 – 16:30 (closed between 13:00-14:00)
Last updated06 Mar 2025
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