Office member of staff on the phone

Patient advice and liaison service (PALS)

Our PALS team provides confidential advice and support to patients, carers and relatives to resolve concerns about your care and guide you through our services

Our patient advice and liaison service (PALS) team provides confidential advice and support to patients, carers and relatives to resolve concerns about your care and guide you through our services. The team helps solve your problems quickly and passes on comments and suggestions for improving our services.

The team works with staff, managers and where appropriate, relevant external organisations, to negotiate immediate or prompt solutions. If necessary, PALS can refer patients and families to local or national support agencies.

The PALS team at Moorfields also handles all complaints about our services, ensuring that all are dealt with appropriately and used to improve services for others in future.

The service is open at our main City Road hospital from Monday to Friday from 9am to 5pm. 

You can contact us on 020 7566 2324 or by emailing

You are also welcome to pop into the office, which is on the ground floor at the main City Road hospital.

A member of the team can also visit you in clinic or on the ward - just ask a member of staff to contact us on your behalf.

How do I get an appointment at Moorfields?

If your GP or optician decides that your eye condition needs to be investigated by more specialist staff, they will arrange for you to have an outpatient appointment with Moorfields or another eye-care provider.  If you choose to be treated at Moorfields, we will send you a letter confirming the date, time and location of your appointment with us.  Please read this letter carefully to make sure you have understood all the details.  It is especially important to note the location of your appointment – Moorfields provides care in several locations in and around London and, wherever possible, we will try to ensure that you are treated close to where you live.


How do I cancel or change my appointment?

If you are not able to keep your appointment or want to change it to a more convenient time, please tell us as soon as possible so we can give your appointment to another patient.

Please call the booking centre on 0207 566 2357


What should I bring with me to my appointment?

We suggest you bring the following items with you to your appointment; if you are having an operation, you will be given further information about what to bring with you at your pre-assessment appointment: 

  • Your appointment letter or appointment card
  • Medicines or eye drops in correctly labelled containers or a letter from your GP listing all your medication
  • Glasses and contact lenses, including any cases, storage containers and solutions 

Most outpatient appointments involve you having your eyes dilated (your pupil made wider so that we can see inside your eye more clearly).  The effects of these drops can take some time to wear off and your vision will be blurry in the meantime, so please do not drive yourself to your appointment.


How do I make a complaint?

Please contact our patient advice and liaison service (PALS) in the first instance on 020 7566 2324/2325 or by email to

Please visit our complaint pages for more information and guidance.


How do I join a clinical trial?

If you are interested in joining a clinical research trial and helping us to develop new cures and treatments for the future, please speak to your consultant in the first instance to find out whether there are any trials taking place for your condition.