PALS: Patient and visitor advice, feedback and complaints

We make every effort to ensure our patients receive the highest standard of care. This includes supporting patients, carers and relatives of patients to the best of our abilities, providing advice and help through a dedicated department called the Patient Advice and Liaison Service (PALS).

Our Patient Advice and Liaison Service (PALS) is for:

  • Advice and information on your questions or difficulties
  • Listening to concerns and helping find ways of resolving them
  • Taking note of what you tell us to improve the service our hospitals offer their patients
  • Explaining the NHS complaint procedure and refering you to complaints when necessary
  • Receiving feedback and suggestions.

We are a patient friendly, easy to access service designed to provide a personal contact to assist patients, relatives and carers. We are interested in your views on the care our hospitals provide. We welcome concerns, comments, compliments and suggestions to help us improve patient care and patient experience.

Who we are

ogo saying quotes Talk To PALS end quotes PALS is a confidential service which helps patients and carers with any information, concerns or problems that they may have about their NHS care/service. We are happy for staff to refer their patients to us for assistance.

You will find us in our new home (January 2024) – behind the new main reception desk at Hillingdon.

Contact information

  • Call PALS on 01895 279973 or email
  • PALS are available from 9am-5pm, Monday-Friday.
  • Outside these hours please leave a message on our voicemail.

Our goals

PALS aim to:

  • offer on-the-spot help and advice
  • provide information about local health services and support groups
  • answer questions relevant to the Trust and the service it provides
  • help contact other organisations including independent advocacy services
  • listen to our patients, carers and relatives, to improve patient care
  • give guidance on how to access the NHS complaints procedure

Patient leaflets

PALS leaflet in other languages

PALS leaflets in Punjabi

PALS_Tamil.pdf [pdf] 183KB

PALS leaflets in Tamil

PALS_leaflet_Polish.pdf [pdf] 270KB

Raising a concern or making a complaint - leaflet in other languages

Complaint_Somali.pdf [pdf] 230KB

Complaint_Punjabi.pdf [pdf] 383KB

Make a Complaint leaflet in Punjabi

Complaint_Tamil.pdf [pdf] 134KB

Make a Complaint leaflet in Tamil

Complaint_Polish.pdf [pdf] 224KB

Zgłoszenie zastrzeżenia lub złożenie skargi (pdf, 225KB)

Contacting PALS

In person:
Hillingdon Hospital: PALS
Grnd Flr, Pield Heath Rd, Uxbridge, UB8 3NN
Mon to Fri: 9am - 5pm

Tel: 01895 279973 (office hrs). If we can't answer, please leave a message we'll call you back.


In-patients: If you are staying, ask a staff member to contact us, we are happy to visit you.

Getting to PALS

Use the AccessAble access guides to help plan your journey and easily find you way around the hospital.

Healthwatch Hillingdon

The logo of Healthwatch Hillingdon, which reads Healthwatch Hillingdon

Healthwatch Hillingdon is for anyone who is entitled to health or adult social care services in Hillingdon. It works to raise awareness among commissioners, providers and other agencies about the importance of engaging with communities.

Please visit the Healthwatch Hillingdon website for more information or call 01895 272 997 to find out how you can get involved. 

Access guides to PALS