The Patient Advice and Liaison Service (Pals)

The Patient Advice and Liaison Service (Pals) is a free and confidential service which helps patients, parents and carers with any information, concerns, or problems that they have about their NHS care or service.

Pals can be contacted by phone, email or via an online virtual Zoom appointment. See our contact details below to get in touch – one of our friendly team will be happy to support you.

• Help and advise on any issue related to your hospital experience. We recognise that being in hospital can cause lots of difficulties and we are happy to listen and offer our support.
• Liaise with the various departments in the hospital on your behalf to resolve your problems and where appropriate refer you to outside help.
• Provide health information on wide range of medical conditions.

Pals attempts to resolve your problems quickly. However, if you feel the need to complain about any aspect of your NHS experience, we will be happy to advise and guide you through the complaints procedure.

The Pals team are available from 10 to 5 pm, Monday to Friday.

You can contact the Pals staff:

• By phone: 020 7829 7862 (direct line)
• By email: pals@gosh.nhs.uk
• By Zoom or Microsoft Teams:
  • ​You can now establish face-to-face contact via Zoom and Microsoft Teams with the Pals service at GOSH about any queries you may have.
  • This service is available from 10 to 4 pm Monday to Friday.
  • Please email pals@gosh.nhs.uk and we can arrange an appointment with you.

The service is staffed by:

• Luke Murphy: Deputy Head of Patient Experience
• Kimi Dial: Senior Pals Officer
• Aaron Kamese: Pals Advisor and Volunteers Supervisor
• Moklisur Rahman: Pals Advisor

• contact you in two working days of your request
• advise you on the options available and help you to resolve your problem
• keep you regularly informed of the progress of any action you ask us to take on your behalf
• use your experiences to help improve services in the future. We welcome any suggestions that you feel would help to improve the Pals service.

If you are not happy with the service you receive from Pals, please contact the Head of Patient Experience and Engagement, Claire Williams at claire.williams@gosh.nhs.uk or in writing to:

Claire Williams, Head of Patient Experience and Engagement
Great Ormond Street Hospital for Children
Great Ormond Street
London
WC1N 3JH