Patient Advice and Liaison Service (PALS)
The NHS employs over a million staff in thousands of locations. It its 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.
The Patient Advice and Liaison Service (PALS) has been introduced to ensure that the NHS listens to patients, their family or 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, making changes where appropriate.
What does PALS do?
In particular PALS will:
- Provide you with information about the NHS and help you with any other health issues.
- 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 the 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 locallly.
- 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.