The Patient Advice and Liaison Service (PALS) provides free, confidential help and advice for patients, carers and families.

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They can help if you have a question or concern about any of our services.

If you would like to make a complaint or compliment, please see our complaints and compliments web page.

PALS can:

  • help you get the information you need about NHS services
  • listen and respond to suggestions, concerns or queries
  • listen to any problems you may have in relation to your healthcare or the that of a loved one or friend
  • help sort out problems quickly in an informal friendly manner
  • talk to staff, management and other organisations on your behalf.

We will always ask for your permission before personal information is discussed with others.

We can only help you with questions or issues about community health services provided by the Trust, but you can find PALS services in different areas here.

We run a separate PALS service for our acute hospital and community services – please see the links below for contact points and more information.

You can contact our Kingston Hospital PALS team for free, informal, confidential help and advice.

This is a service is for patients, relatives, carers and friends who need somewhere to turn for on-the-spot help, advice and support.

PALS can:

  • advise and support patients, their families, friends and their carers
  • listen to patients’ concerns, queries and suggestions
  • provide information on hospital services and the NHS
  • help sort out problems on your behalf if you’ve not been able to resolve the issue with staff from the hospital department or ward.
  • inform patients, their families and friends and their carers about the Trust’s formal complaints procedure.

Address:

The PALS office
Junction of Link Corridor and Bernard Meade Wing
Kingston Hospital
Galsworthy Road
Kingston upon Thames
KT2 7QB

Please ask a volunteer or a member of staff to show you the way.

Opening times:

Monday to Friday, 9am to 5pm. 

You can contact our Richmond community PALS team for free, informal, confidential help and advice.

Community healthcare covers most of the services that are provided outside hospital or GP surgeries, such as podiatry, community (district) nursing, physiotherapy, speech and language therapy and occupational therapy, as well as some specialist services such as continence, diabetes and neuro-rehabilitation.

The Trust provides services across Richmond and some services to people living in other London boroughs. Our staff work in a variety of settings, including health centres and clinics, schools, children’s centres, and in patients’ homes.

Address:

Patient Experience Team
Thames House
180 High Street
Teddington
TW11 8HU

Opening hours:

9am to 5pm, Monday to Friday