Royal National Orthopaedic Hospital
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Useful information
Patient Advice and Liaison Service (PALS)
Our top priority at the Royal National Orthopaedic Hospital is to put patients first, always. If you have any concerns about your care or the services at this hospital, you can talk to the staff involved in your care at the time or the ward manager. The staff and the PALS team can also help to address people’s concerns avoiding the need for the patient to write a letter of complaint. By responding quickly and efficiently there will be a better chance of early resolution.
The PALS team will advise and support patients, their families and carers, provide information on NHS services, listen to your concerns, suggestions or queries and help to direct your concerns to the appropriate members of staff.
The team is available between 10am 1.00pm to 1:30pm 4pm, Monday to Friday.
You can speak to the PALS team in confidence by email at: [email protected] or by phone, on: 020 8909 5439 or 020 8909 5383
Out of hours – please leave a telephone message or send an e-mail and you will be contacted the next working day.
The PALS Officers are happy to visit you on the wards if you wish and this can be arranged via the ward staff.
Compliments, suggestions and complaints
If you feel that you have made every effort to try and resolve your concerns directly with the staff or through PALS, but this has not been successful you may decide to make a formal complaint. If this is what you decide to do then it is important to do this as soon as possible; this should normally be within twelve months of the event.
You can contact the team:
By post to
Complaints and PALS Service
Royal National Orthopaedic Hospital NHS Trust
Brockley Hill
Stanmore
Middlesex
HA7 4LP
By telephone
020 8909 5439 or 020 8909 5383
By email
[email protected]