The NHS employs over a million staff in thousands of
locations. It is a large and complex organisation providing a broad range of
services. It is not surprising that sometimes you or a loved one may feel
bewildered or concerned when using the NHS. And this can be at times when you
are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help
when using the health service? The NHS expects all members of staff to listen
and respond to you to the best of their ability. But sometimes, you may wish to
talk to someone employed especially to help you. The Patient Advice and Liaison
Service, known as PALS, has been introduced to ensure that the NHS listens to
patients, their relatives, carers and friends, and answers their questions and
resolves their concerns as quickly as possible.
PALS also helps the NHS to improve services by
listening to what matters to patients and their loved ones and making changes,
when appropriate.
What does PALS
do?
In particular, PALS will:
- Provide you with
information about the NHS and help you with any other health-related
enquiry
- Help resolve concerns or
problems when you are using the NHS
- Provide information
about the NHS complaints procedure and how to get independent help if you
decide you may want to make a complaint
- Provide you with
information and help introduce you to agencies and support groups outside
the NHS
- Inform you about how you
can get more involved in your own healthcare and the NHS locally
- Improve the NHS by
listening to your concerns, suggestions and experiences and ensuring that
people who design and manage services are aware of the issues you raise
- Provide an early warning
system for NHS Trusts and monitoring bodies by identifying problems or
gaps in services and reporting them.
Find out more
If you would like more information about PALS, the
functions it is intended to provide and the standards it should strive to
achieve, follow this link.