PALS at Lewisham Hospital (also for Lewisham community services)

The PALS Unit at Lewisham Hospital provide confidential advice and support to help you sort out any concerns you may have about the care we provide, guiding you through the different services available at the Trust.

Our aim is to try and resolve any concerns as quickly as possible. We liaise with staff, managers and, where appropriate, external relevant organisations, to negotiate solutions as quickly as possible. If necessary we can also refer patients and families to local or national support agencies.


How to contact the PALS Unit

T: 020 8836 4592



University Hospital Lewisham
High Street
SE13 6LH

We are more than happy to meet with patients, carers and relatives to discuss any concerns or queries in confidence.

What can the PALS Unit do?

  • Help answer your questions about your care whilst at the hospital
  • Advise and support you and your family. Being unwell is an anxious time and you may want someone else to liaise on your behalf
  • Guide you, your relatives and friends through the different services available at Lewisham Hospital.
  • Respond to any concerns you may have about your care
  • Provide support on health and care issues
  • Listen to your suggestions for improving our services

How to make a complaint

If we cannot resolve your concern to your satisfaction, we will advise you how to take the matter forward using the formal complaints procedure.

Lewisham and Greenwich NHS Trust is committed to ensuring that we are providing high quality care and treatment for our patients.

Your complaints rights

If you are unhappy with the way you have been treated by the NHS, you have the right to make a complaint, have it considered, and receive a response from the organisation concerned.

Who can complain?

You can make a complaint if you have been, or are likely to be, affected by the actions of any part of the NHS. You can also complain on behalf of someone else if you can show you have their consent or legal authority such as power of attorney.

What is the time limit for making a complaint?

Your complaint should be raised within 12 months of the date of an incident or of when you become aware of the issue. This timescale can be extended in exceptional cases.

Listening to you to help us learn and improve

We view all feedback, both positive and negative, as an opportunity to learn and improve our services.

Where there has been a mistake or where systems need to be changed or improved, we will acknowledge this and let you know what action will be taken.

The NHS complaints procedure

The NHS complaints procedure has two stages. The first stage is called 'local resolution' and most concerns are resolved at this stage. You can raise your concern by either contacting the manager of the service concerned or the complaints team of the organisation which manages the service.

If your concern cannot be resolved informally, you will receive a written acknowledgement of your formal complaint within 3 working days and your issues will be fully investigated under the Formal Complaints Process. We aim to get back to you with the result of our investigation within 25 working days and we will let you know if there is likely to be a delay.

We are always happy to discuss your concerns after you have received your response; it is important to us that you feel we have done all we can to resolve the concern and respond to you.

Stage two:

If you are still unhappy, you can ask the Parliamentary and Health Service Ombudsman to review your complaint. The Ombudsman’s number is 0345 015 4033 or you can complete an online form on their website.

Further information on the NHS complaints procedure is available at or

You may prefer to contact the NHS Advocacy Service which is run by Voiceability.  They provide free, independent and confidential advice on making a complaint.  The NHS Advocacy Service can be contacted on 0300 330 5454 or via their website

What did PALS achieve last year?

  • A new leaflet developed for patients due to attend for surgery which details the risks and benefits (EIDO)
  • A nurse has been employed to look after patients who are waiting for transport home
  • Refurbishment of the labour ward
  • Change to the location of samples within dermatology
  • A new protocol was introduced in Endoscopy to ensure that all patients are booked in appropriately
  • New whiteboards in the UCC which include the details of the named nurse
  • Token/pound coin operated wheelchairs purchased and introduced
  • Dedicated phone line for incoming calls only introduced onto labour ward
  • Local visiting policy for NICU has been revised
  • All new doctors to be given the palliative care symptom control guidelines
  • Consultants to see all follow up patients after surgery in Orthopaedic clinics, registrars to see new patients
  • ‘C’ sign introduced to highlight that a patient has a specialist communication need
  • Hospital passport introduced to assist patients with learning disabilities

How We Are Performing

Emergency department at Lewisham Hospital

Key Targets
How we are performing against key targets >>

External Assessments
What external organisations think of our services >>

Patient Feedback
How patients rate the care we provide >>

Why Choose Us?
Find out about why you should choose us for your care >>

If you have a compliment, query or complaint regarding your care, please contact PALS >>

Give Us Your Feedback

There are lots of ways you can give feeback about the care provided by the Trust.

Tell us what you think >>