University College London Hospital
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Useful information
Patient Advice and Liaison Service (PALS)
To make an enquiry or discuss a concern, you can access PALS in the following ways:
- telephone us on 0203 447 3042
- email us at [email protected]
- Video appointments – these can be arranged on request
- Face-to-face appointments – can be arranged on request.
We will respond as soon as we can, within the hours of 09:00 and 16:00, Monday to Friday.
The Patient Advice and Liaison Service (PALS) provides impartial advice and assistance in:
- providing feedback regarding UCLH services and service information
- answering questions about UCLH services
- resolving concerns that patients, their relatives, friends and carers might have accessing the NHS services provided by UCLH.
How can PALS help me?
- Listen to your concerns, worries, fears and queries about your experience in hospital. Whether you have a compliment, feedback, or concern that you have not been able to sort out on the ward or in a department, we can help you to resolve it.
- We can help you to resolve concerns informally by talking with staff and senior managers on your behalf.
- We will take note of what you say to help us to improve the service our hospitals offer to patients. We can receive and report patient feedback.
- Help you navigate the Trust systems and services, providing information and advice
- Assist service users with disability or with multiple service involvement, who are experiencing problems accessing the Trust’s hospital services.
- Supporting patients with learning disabilities and their carers.
- We can advise you on referral to outside advocacy services should you need them.
- Give details on how to make a complaint.
- We will do everything we can to help, but please be aware we are not an emergency service.
Day Surgery
The day surgery unit, comprises of two operating theatres and a ward located on level T2 at University College Hospital.
The unit is open from 7am – 8pm, Monday-Friday.
Patient contact: 0203 447 3042
Day surgery (ward T2)
University College Hospital
2nd floor Tower
235 Euston Road
London, NW1 2BU
Patient Aftercare
Once you have been discharged from the day surgery unit, your care will revert to your GP. If you experience any problems after your surgery, please contact your GP or nearest accident and emergency department.
Compliments, suggestions and complaints
If you are not satisfied with your hospital experience, please speak to the person in charge of the ward or clinic in the first instance. We are keen to ensure the highest standards of patient care and will try to resolve any problems quickly.
If you are still not satisfied you can either contact the Patient Advice and Liaison Service (PALS) or the complaints team. The PALS team and the complaints team are separate departments, however both will make every effort to resolve your concerns.
Our PALS team will liaise with services at UCLH on your behalf to try and resolve concerns quickly and informally.
Our complaints team handles formal complaints about the UCLH’s services from patients and/or their representatives. Raising concerns about your hospital experience will not affect your hospital treatment in any way.
If you would like to make a formal complaint, please send your correspondence to uclh.
If you submit a verbal complaint to the complaints team, it will need to be transcribed and sent back to you to ensure that it captures everything, which can slow the process down, so we would encourage you to email us if you are able to.
We will aim to acknowledge your formal complaint within three working days and provide you with more information about our complaints process. Every effort is made to respond to complaints in writing within 30 working days or by an alternative agreed date.
Read our Making a Complaint leaflet.