The Royal Marsden Help Centre

Patient at the help centre

The Royal Marsden Help Centre offers two services: PALS (Patient Advice and Liaison Service) and Patient Information Service. These provide information, support and advice to people with cancer, their families and friends, and staff.

Both services work closely with other staff at The Royal Marsden and have links with local hospitals and community-based organisations.

  • In Chelsea, the Help Centre is in the Ambulatory Care Centre.
  • In Sutton, the Help Centre is to the left of the main entrance, at the top of the ramp.

You can call in during opening hours, which are displayed outside the Centres. Staff are available to guide you through the information and to offer you any advice and support you may need. They can also help you find self-help and support groups near your home. You can also contact the Centre by:

  • Freephone 0800 783 7176 (please note that your call cannot be redirected within the hospital from this number)
  • Email us using the feedback form
  • Write to The Royal Marsden Help Centre at either Chelsea or Sutton

Patient Advice and Liaison Service (PALS)

We like to know when we are doing things well but more importantly we need to be told when things go wrong, so that we can put them right. PALS provides confidential advice and support to patients, carers, relatives, visitors and staff. PALS officers are there to:

  • provide you with information about services at The Royal Marsden
  • guide you to other health and social-care resources which you may find useful
  • help you with questions or concerns you may have about your treatment
  • support you and listen to your views and ideas.

You can visit us in person at a Help Centre, call 0800 783 7176, write to us at Chelsea or Sutton, or email us using our online feedback form.

Your feedback will be treated anonymously and used to improve services for patients or highlight where the hospital is doing well.

If you wish to make a comment about the individual service or care you have received in hospital, please speak to the relevant service manager, such as the sister/charge nurse or head of department. Alternatively, you can complete a comments card, which are available in all areas of the hospital.

If you are still unhappy then you may like to speak to a PALS officer who will listen to your concerns and liaise on your behalf to try and resolve issues. They can give you guidance on raising a concern or complaint.


Document Type Size Link
Complaints received and actions taken (Jul-Sep 2013) PDF 181kB Download
Complaints received and actions taken (Apr-Jun 2013) PDF 56kB Download
Complaints received and actions taken (Jan-Mar 2013) PDF 100kB Download
Complaints received and actions taken (Sep-Dec 2012) PDF 79kB Download


Document Type Size Link
Comments received and actions taken (Apr-Jun 2013) PDF 133kB Download
Comments received and actions taken (Jan-Mar 2013) PDF 79kB Download
Comments received and actions taken (Sep-Dec 2012) PDF 127kB Download
Comments received and actions taken (Jul-Sep 2012) PDF 110kB Download

Patient information service

The impact of a diagnosis of cancer can have an effect on you, your family and friends, and raise all kinds of questions. As well as information on cancer itself, you will be able to find information about the practical help and support available on living with cancer.

Finding the right information and support can help you and your family to cope in a better way.

Information is available about cancer, its treatment, effects and side effects. This can be found in different forms including leaflets, booklets, books, audio cassettes, CDs, videos, DVDs and online. You may borrow books, audio-cassettes, CDs, videos and DVDs from the lending library at each Help Centre.

The Royal Marsden publishes a number of booklets and leaflets about cancer and its treatments in the Patient Information Series. These booklets are available free to patients, either to download or at a Help Centre.

The Information Standard

Trusted and reliable information

The Royal Marsden has been certified as a quality provider of health and social care information by The Information Standard – a new certification scheme for health and social care information. Find out more.

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