Patient Advice and Liason Services

As a patient, relative or carer sometimes you may need to turn to someone for help, support and advice. This is where the PALS service comes in.
We provide confidential advice and support, helping you to sort out any concerns you may have regarding the treatment on offer here at the Tavistock and Portman NHS Trust.

• Advise and support patients, their families and carers.
• Assist with referrals and how to access other services. 
• Listen to your concerns, suggestions or queries.
• Help sort out problems quickly on your behalf.
• Encourage patients to become more active in shaping the services on offer at the Tavistock & Portman Centres.

The PALS Officer, Debbie Lampon, is available on Tuesdays and Wednesdays from 9:45-3:00pm (GMT). She can be contacted by Telephone on +44 (0)208 938 2523 or Email: dlampon@tavi-port.nhs.uk

Patient Satisfaction

Help us to help you.

We want to hear your comments and experiences of using our services. How could we improve the services on offer? We value the input from patients and families, and welcome your feedback.

• You can visit or email your PALS officer who will be pleased to take note of your comments, and will ensure that your views are heard within the trust.
• You can write directly to the Chief Executive to pass on your suggestions.
• We have a Suggestions box placed directly behind the lifts on the ground floor. Please feel free to post any comments there.

We are currently working on setting up a Patient Forum where you will be able to give us your comments and questions, as well as producing a regular Patient Newsletter to provide information and reflect your experiences and views.

Concerns and Complaints

Most patients and visitors are satisfied with our services, but sometimes things can go wrong. We value your opinions and want to hear about any difficulties you have encountered. Anyone who is receiving or has received treatment from the Tavistock and Portman NHS Trust can complain.

• If you are unhappy with the therapy you are receiving here, in the first instance you should talk to your clinician about this.
• If no satisfactory resolution can be reached, then you can speak to the manager in charge of that department.
• You can speak to your PALS officer who can try to resolve any concerns on your behalf.
• If you are considering making a formal complaint you can also speak to our Complaints Manager on 020 7447 3708, who can explain the procedure to you.
• If you decide to put your complaint in writing, please send it to:
  The Chief Executive
  The Tavistock and Portman NHS Trust
  120 Belsize Lane
  London NW3 5BA

An acknowledgement will be sent within two working days.
We aim to investigate your complaint and send a reply within 20 working days.