Please note, we are unable to respond to general medical advice queries by phone.

If you have an immediate health problem you should contact NHS 111 or your GP.

Contact details for specific services are given within the services pages of this site.

It is important for us to hear what you think of our services so that we know what we are doing well and where we need to make improvements. Whether you wish to pay us a compliment, raise a concern or make a formal complaint, our patient advice and liaison service (PALS) team are here to help and all feedback given will be kept confidential.

Pay us a compliment

If you have been cared for by an individual, team or service with which you had a positive experience, then let us know who they are and what they did for you. All compliments are anonymised and shared with our staff and our commissioners.

Raise a concern

Often the easiest way to resolve a problem or to answer your questions is to speak to the staff who are caring for you or your relative. We encourage you to do this as soon as a problem arises in order for us to try to resolve it quickly. If you are unable to do this or have done this but feel that you would like to discuss your concern with someone outside of the service with which you have the concern, you can speak to a member of our patient advice and liaison service (PALS).

Make a formal complaint

  • If we are not able to resolve your concerns informally with the staff caring for you or via PALS, you can make a formal complaint.
  • Once made, your complaint will be acknowledged within three working days of receipt and we would then discuss with you how you would like us to proceed; for example you may prefer us to arrange a meeting or to have a written response. Whichever way forward you choose, we aim to respond within 25 working days.
  • If for any reason you remain dissatisfied following our response, you may ask the Health Service Ombudsman to consider your complaint (Telephone: 0345 015 4033 or visit www.ombudsman.org.uk)

You can contact our PALS team in the following ways:

  • Telephone: 0800 368 0412
  • Email: clchpals@nhs.net
  • Post: PALS Team, Central London Community Healthcare, 5-7 Parsons Green, London, SW6 4UL

Other information you might find useful

If you are a supplier querying an invoice please email our accounts payable team at lnwh-tr.clchaccountspayable@nhs.net.

Our recruitment team is here to answer any questions you might have about applying to work at Central London Community Healthcare NHS Trust. The team are available between 9am and 5pm from Monday to Friday.

If you have accessed our service, the General Data Protection Regulation 2016 gives you the right to ask for a copy of the information we hold of you – this right is commonly known as a subject access request (SAR).

The Access to Health Records form should be downloaded and completed by individuals who wish to find out what information, if any, Central London Community Healthcare NHS Trust holds or is processing that relates to them, including health records.

This form includes all the important information that we require to process your request.

Completed forms

Completed forms should be sent to:

Information Governance, Central London Community Healthcare NHS Trust
Parsons Green Health Centre, 5-7 Parsons Green, 
London 
SW6 4UL

Alternatively, you can email the form to clchig@nhs.net but you must be made aware this email route is not secure.

If you wish to email us the form securely, you can follow the steps below; however, if you do not wish to take this route, we will still accept your request.

  1. Please send an email to clchig@nhs.net informing them that you wish to access health records.
  2. The staff member will then send you an NHS Mail encrypted link.
  3. Once you receive the encrypted email, click on the link.
  4. The link will take you to a page to register to the encryption site.
  5. You will then be able to send this form and copies of proof of ID etc., securely.
  6. Our staff will receive your information securely and continue any further correspondence through this encryption site.
  7. More information on Accessing Encryption Emails Guide for non-NHSmail users.

Our responsibility

We are required to provide your records within one calendar month, free of charge.

However, If is a repeated request or if the request is manifestly unfounded or excessive, we may charge a “reasonable fee” for the administrative costs of complying with the request.

We are also required to review the notes to redact any third-party information or other information that may cause serious harm to you or others.

The Information Governance team can also be contacted via telephone at: 0208 102 5005.

Before you submit a Freedom of Information request please check our publications section to see whether the information you require is already available. We also publish responses to previous queries.

All FOI requests need to be made in writing, either by email to foi.request@nhs.net or write to:

Information Governance Team,
Central London Community Healthcare NHS Trust,
5 - 7 Parsons Green
London,
SW6 4UL

Our communications team is the first port of call for all press and media enquiries between 9am and 5:30pm, Monday to Friday: clch.communications@nhs.net.

If you are a journalist and have an urgent out of hours media enquiry, call 0333 200 502 and contact the Director on call by quoting call sign: CLCH01. Title your message "urgent media query". This should not be used for general queries that can be picked up by the communications team.

If none of the contact points listed above cover what you're looking for you can contact our head office.

  • Call 020 7798 1300 (Lines are open between 9am and 5pm Monday to Friday).

  • Or write to:
    Central London Community Healthcare NHS Trust,
    Ground Floor,
    15 Marylebone Road,
    London,
    NW1 5JD

Directions to our head office

Our head office is located in Westminster and easily accessible by a range of public transport. The closest tube stations are Regent's Park, Baker Street and Great Portland Street.

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