Patient Advice and Liaison Service (PALS)

Woman giving advice

The Trust's patient advice and liaison service offers confidential advice and support to help you with any concerns you may have about your care.

Our aim is to try and resolve any concerns as quickly as possible. If necessary we can tell patients and families about local advocacy services for additional support.


How can PALS help?

  • Answer questions about your care while you are in 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 the Trust.
  • Respond to any concerns you may have about your care
  • 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.

Who can complain?

Anyone can make a complaint. 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 welcome all feedback, both positive and negative, and view it as an opportunity to learn and improve our services.

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 you wish to make a complaint about 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 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 Independent Health Complaints Advocacy Service which is run by Healthwatch Lewisham. They provide free, independent and confidential advice on making a complaint. The Advocacy Service can be contacted on 0208 690 5012 or via their website .