Patient Advice and Liaison Service (PALS)
The Patient Advice and Liaison Service is part of the NHS designed to answer questions, support patients and their families and resolve concerns about NHS treatment.
If you have any questions or something to tell us about any of our services please talk to a member of staff such as the ward manager or modern matron in the service you are using.
Alternatively contact our PALS and we will try to help you to resolve your concern quickly.
Our PALS team is here to answer your questions and to listen and resolve your concerns.If they are unable to resolve your query they may need to talk to other NHS staff to get the answers you need, but they will let you know and keep you informed.
You can call our dedicate PALS line: Tel: 0203 513 6150 (Monday - Friday 9am to 5pm).
While we hope to be able to resolve any issues you have through out PALs service we know that this is not always possible and you may feel you want to make an official complaint.
If this is the case you should contact our complaints manager and follow our complaints procedure.
We want to make sure that the services we provide are accessible to all sections of the communities we serve and are committed to ensuring effective communication with patients, their relatives and carers.
We recognise that patients, relatives and carers with a limited understanding and use of English may have difficulty with complex medical language and the written word when discussing complex medical conditions.
We provide the following communications support:
- interpreting (spoken languages)
- sign language
If you or your relative need communications support please ask a member of staff in the team you will be visiting and they will be pleased to arrange for suitable support to be available.
British Sign Language (BSL) interpreters are available at the trust and our Deaf services are staffed by both Deaf and hearing staff who are proficient in BSL.
An advocate works for you. They can explain your rights under the Mental Health Act and help you to express any concerns you may have about your treatment. They can represent you at meetings, ensuring that your point of view is heard.
An advocate can also help in preparing for your care plan as well as researching information and helping you to assess the treatment options available.
Advocacy services support patients; there are separate advocacy services that offer support to carers. They are independent from the Trust and their service is free. The service they offer is completely confidential and non-judgemental. You can refer yourself for advocacy services, or a carer, relative or mental health professional can make a referral on your behalf.
If you need to refer someone for advocacy services and wish to discuss it further, please contact:
Rethink Advocacy Service
Tel: 020 3513 6055/6739
Local advocacy services
Kingston Advocacy Group
50 Canbury Park Road
Surrey KT2 6LX Tel:
020 8549 1028 Fax:
020 8549 1050 Email: firstname.lastname@example.org Website: www.kag.org.uk
Springfield Rethink Advocacy Service
Rooms 11 and 12, Building 3
Springfield University Hospital
61 Glenburnie Road
London SW17 7DJ Tel:
020 3513 6055/6739 Email: email@example.com
Sutton Advocacy for Mental Health Service
14 Beacon Grove
Surrey SM5 3BA
Tel: 020 8773 3692
Living with a mental health condition or caring for someone with a mental health condition can make managing money and securing work difficult. We can help you understand what you can do and what support is available.
Patients and the people who care for them are often entitled to a range of welfare benefits. Specialist advisers in our welfare benefits team can help you with any benefits queries.
If you live in Wandworth, Merton or Sutton you can contact our welfare benefits team by calling 0203 513 6469
If you live in Richmonf or Kingston you can contact your local Citizens' Advice Bureau, or talk to KAG on 0208 549 1028.
You can find more information about the support available in the patient information leaflets listed below.