Advice and support

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  1. Picture shows the back of a wheelchair user wheeling up ramp and into building
    Accessibility
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    Call for Concern
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    Chaplaincy
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    Help with travel

Your care your call: campaign placeholder

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Your care, your call

We’re making hospital appointments fairer

Look out for a text message from us to remind you about your appointment.

If you can’t make it, just let us know by ringing the number in your text or contact our appointments team. We can offer your slot to someone else and find a time that works better for you. It’s your care, your call.

If you miss two appointments without telling us, you may be discharged back to your GP. These changes mean more people are seen on time and fewer appointments are wasted.

Cancel, schedule or manage your appointment

Get in touch with PALS

A patient smiling while sitting in a hospital bed

Patient Advice and Liaison Service (PALS)

Here to listen, support and help

Our Patient Advice and Liaison Service (PALS) is a friendly, confidential service for patients, families and carers. If you have a worry, a problem, a compliment or just want to share feedback, PALS is here to help.

Often, the quickest way to resolve an issue is to talk directly with staff on your ward, clinic or department. But if that doesn’t solve things, PALS can step in — listening to your concerns, giving you advice and working with our teams to put things right.

Newham Hospital

  • Visit us at zone 1, St Andrews Wing: Monday-Friday (9.30am-4.30pm)
  • Call 020 7363 9292 or send an email

The Royal London and Mile End Hospital

  • Visit us at the Patient and Family Contact Centre, 2nd floor, central tower, Monday-Friday (10am-4.30pm)
  • Call 020 3594 2040 or send an email

St Bartholomew's Hospital

  • Visit us at KGV building, ground floor: Monday-Friday (9.30am-4.30pm)
  • Call 020 3465 5919 or send an email

Whipps Cross Hospital

  • Visit us at Junction 4, main building: Monday-Friday (9.30am-4.30pm)
  • Call 020 8535 6438 or send an email
Two people having a conversation in the hospital garden

Making a complaint

We’ll listen carefully and respond fairly

We want every patient, carer and family member to feel confident that their concerns will be taken seriously.

If your issue cannot be resolved informally through PALS, you can make a formal complaint with our complaints team. They will listen carefully, look into what happened and provide you with a clear, fair response.

Making a complaint will not affect your care in any way. Complaints also help us learn and improve the care we provide for others.

Tell us about your concerns