Local NHS Services and Hospital Patients Advisory Liaison Services (PALS) & Complaint Process

1. If you are unhappy with any aspects of your care with our secondary care providers, please try to approach the department directly to relay your concerns and seek resolution.
2. If you are unable to obtain a satisfactory resolution the next stage of escalation would be via the organisations respective Patient Advisory Liaison Service (PALs). You can find a list of some of the local and most frequently used hospitals below. You can formally escalate your concerns or raise a formal complaint to the respective organisation via their Patient Liaison Service (PALS). The Hospital PALs can advise you about their organisation’s complaint pathway.
3. The North Central London Integrated Care Board commissions all local hospitals. If you have a complaint relating to an NHS service or the way it has been commissioned, or you have been directly affected by a commissioning decision made by the local Integrated Care Board, please contact North Central London Integrated Care Board (NCL ICB) Complaints Team.
4. If you are dissatisfied with the complaint response from either an organisation or the NCL ICB or both, the highest level of NHS escalation is via the Parliamentary Ombudsman

Contacts for our local Providers

The Royal Free Hospital NHS Foundation Trust

Including: Barnet Hospital, Chase Farm Hospital, Royal Free Hospital (Hampstead) PALs

Please note for PALS pertaining to Royal Free Hospital Services at Finchley Memorial Hospital and Edgware Community Hospital, please refer to the Royal Free Hospital Hampstead PALS.

• Patient Advice and Liaison Service
• Complaints

University College London Hospital NHS Foundation Trust

Including: The Royal National Ear, Nose and Throat Hospital, National Hospital for Neurology and Neurosurgery, Eastman Dental Hospital, Hospital for Tropical Diseases, Institute for Sports, Exercise and Health (including Camden Muscloskeletal service), Royal London Hospital for Integrated Medicine

• Contact the Patient Advice and Liaison Service
• Complaints

Central London Community Health NHS Foundation Trust

Including walk in Centres of: Finchley Memorial Hospital, Edgware Hospital, St Charles Centre, Parsons Green and Soho

• PALS, compliments and complaints

Central and North West London NHS Foundation Trust

Including Camden District Nursing, The Camden Rapid Access Service, Camden Community COPD, Diabetes, Heart Failure, Neurology, Stroke, Podiatry, Breast Feeding, Bladder and Bowel Clinic, Health Visiting Service, Margaret Pyke and Archway Sexual health clinics

• Patient feedback and complaints service

The Whittington Hospital NHS Foundation Trust

• Patient Advice and Liaison Service
• Making a complaint

Camden & Islington NHS Foundation Trust

Including Crisis team, Early Intervention Service, Primary Care Mental Health Team.

• Compliments, concerns and complaints

Tavistock and Portland NHS Foundation Trust

Including CAHMS Children and Adolescent Mental Health Services

• Camden Patient Advice and Liaison Service (PALS)

Imperial College Healthcare NHS FoundationTrust

Including: St Mary’s Hospital, Western Eye Hospital, Queen Charlotte’s Hospital, Hammersmith Hospital, Charing Cross Hospital

• Patient advice and liaison service (PALS) and complaints team

Moorfields Eye Hospital NHS Foundation Trust

• Patient advice and liaison service (PALS)
• Complaints

NHS 111

Run locally by London Central & West (LCW) Foundation Trust

• Contact