Where do I go for more help and information?
Our Help Centre offers two services: the Patient Advice and Liaison Service (PALS) and the Patient Information Service. These services provide different kinds of information, support and advice to patients, their families and friends, and staff involved in their care.
In Chelsea, the Help Centre is on the ground floor of the Chelsea Wing, in the day care area. In Sutton, the Help Centre is to the left of the main entrance, at the top of the ramp.
How to contact the Help Centre
You can contact the Help Centre by dropping in, phoning or emailing. The free phone number is 0800 783 7176 (please note that your call cannot be redirected within the hospital from this number) or email email@example.com.
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. If you have any issues or concerns about the hospital please let PALS know about them. The service can help address a wide range of issues and suggestions from patients may be incorporated into hospital policies.
If you wish to make a comment about your personal experience of the service or care you have received in the hospital please speak to the relevant service manager, such as the sister, charge nurse or head of department. Comment cards are available in all areas for this purpose.
Alternatively, please contact the Private Care Matron or the Private Care Front of House Manager.
You should never hesitate about raising a complaint or concern. We take all feedback constructively and assure you it will not affect your ongoing care.
If you feel your concerns haven’t been resolved, please tell a member of staff in the Help Centre, who will liaise on your behalf to try and resolve issues. They will also be able to let you know how to raise a concern or complaint.
You can also submit feedback online at royalmarsden.nhs.uk/feedback
Viewpoint is a patient‑led scheme run by PALS for collecting general comments, suggestions and observations anonymously from patients, their families and friends. You can find wall‑mounted Viewpoint stations, with comment cards and post boxes throughout the hospitals.
Patient Information Service
A diagnosis of cancer can have a huge impact on you, and on your family and friends. It can also raise all kinds of questions. The Patient Information Service is here to help.
We can give you comprehensive information about cancer itself, as well as cancer treatments and their side effects. We can also give you advice about the practical help and support available for living with cancer, such as how to find self‑help and support groups near your home. Staff are available during Help Centre opening hours to guide you through the information and to offer any advice and support you may need.
We publish a number of booklets and leaflets about cancer and its treatments at The Royal Marsden. This information has been awarded the Information Standard, a quality mark for health information.
Information is also available as books, CDs, and DVDs, all of which you may borrow from the lending library at each Help Centre.
The Royal Marsden website
Our website provides a wide range of information about the hospital and the services we offer. You’ll be able to find details about our consultants, the treatments we provide, general information about cancer and much more.