How to send a message to a loved one: Patient Information leaflets

Staying connected with family and friends during the pandemic.pdf

Staying connected with family and friends during the pandemic - large print.pdf

Due to the pandemic, the Trust has had to severely restrict visitors to the hospital and we recognise the impact this will be having.

While the Ward Staff are doing a wonderful job of keeping in touch with each patient’s documented next of kin so that the family can have a medical update, PALS can also help to pass on any personal messages from family and friends at this difficult time.

How can PALS help? We understand that this is a very worrying time, whether you're a patient or relative or friend of a patient. In-patients are able to contact relatives and friends by using our iPads which can be set up to enable patients and relatives to communicate using FaceTime. A Relative or loved one can pass on a message by emailing to PALS.

You can telephone PALS (Tuesday and Wednesday – 3pm) and a member of the Team will write down your message, or you can leave a message on our voicemail or write it on this Loved One message note  and e-mail:

Telephone: 020 8510 7315 or Text Phone: 07584 445400

We thank you for all your support at this very challenging time.

Patient Advice & Liaison Service (PALS)

If you have a concern about the care you or a relative or friend is receiving you should talk to the doctor who is caring for you, the nurse in charge or a member of the nursing team or the manager of the department. You can also complete the form below. However, if you would prefer to discuss your concern with someone independent of your care team then you can contact our Patient Liaison and Advice Service (PALS).

The PALS team can help to resolve queries and concerns quickly and if you are not happy with the outcome then they can advise you on our formal complaints process.   

We do ask that you seek resolution through PALS first.

The service is based at the main entrance to the hospital and offers a face to face consultation and drop-in service Monday to Friday 9.30am - 4pm.

The service aims to:

  • help resolve problems and concerns that you or your relatives or carers may have
  • provide confidential, on-the-spot advice, support and information
  • listen to your concerns, suggestions, queries and compliments to learn what we get right, what we get wrong and what could be improved
  • guide you through the different services available within the NHS.

Picture of the entrance to PALS in the main reception
The team can also put you in touch with other people who may be able to help you, and give you details of groups or organisations, such as voluntary organisations, community groups or independent advocacy services.

Whoever you ask to look into your concerns will do their best to sort out the problem as quickly as possible, and they will ensure that any information about you is kept strictly confidential.

Enquiries to PALS

Enquiry Form

Note: Questions marked by * are mandatory